Don’t just react to feedback; actively enhance your healthcare customer experience (CX) by adopting these four forward-thinking strategies designed to anticipate patient needs and consistently exceed expectations. Stay informed about the four upcoming trends in healthcare. CX is set to reshape patient expectations in the near future and align your brand for success.
In our always-on, connected world, healthcare leaders must offer consumers, members, and patients access to their healthcare information anytime, anywhere. Capitalize on an "anywhere care" environment to improve your CX and bolster customer retention.
Keeping Pace with Technological Advancements
Technology has upended consumer expectations across all industries, with healthcare no exception. It’s redefining how individuals interact with healthcare providers, fostering an expectation of 24/7 healthcare access.
The current healthcare scenario, driven by this "anywhere care" model, has necessitated a digital transformation, thereby evolving consumer expectations. McKinsey research shows that over 60% of consumers anticipate the ability to manage healthcare appointments, access medical records, and renew prescriptions online.
Healthcare leaders must transition from traditional interactions to more consumer-centric, convenient, flexible, and patient-focused solutions to meet these consumer demands and ensure retention.
Below are four strategies for healthcare brands to implement CX initiatives that embrace digital transformation.
Four Strategies to Meet "Anywhere Care" Expectations in Healthcare CX
1. Harness Appropriate Technology and Automation in Contact Centers
Incorporating advanced automation tools for customer service such as voice assistants, appointment reminders, and scheduling can significantly enhance CX.
Action items for healthcare brands:
- Appoint a chief experience officer or a dedicated CX sponsor to oversee the successful implementation of digital transformation projects. A recent survey indicates that 95% of C-level executives across industries view superior CX delivery as a business priority, with 82% having a dedicated sponsor.
- Emphasize training for healthcare workers to familiarize them with technology and ensure they can deliver a robust virtual customer experience.
2. Implement a Comprehensive Omnichannel Approach
Healthcare brands must adopt flexible and convenient communication systems that align with consumer expectations and reduce costs, such as chatbots and email.
Even as consumer preferences evolve, email, phone, and chat remain the most favored channels. 82% of consumers emphasize the importance of instant responses when contacting brands. AdWeek reports that 65% of consumers are comfortable resolving issues without human intervention.
Action items for healthcare brands:
- Formulate a communication strategy that integrates automated responses and services, including email and chatbots. Identify objectives and areas these solutions can address, and collaborate with experts to design and implement the technology, enhancing the healthcare customer experience.
- Transitioning contact centers to the cloud is essential for effective omnichannel delivery, offering scalability and cost control without requiring significant capital investment.
3. Capitalize on Self-Service Options
Embracing self-service is a crucial digital step due to its convenience and cost-effectiveness. Gartner suggests that self-service inquiries can cost just $0.10 compared to $8 for live interactions. Furthermore, 88% of consumers expect brands to provide self-service options.
Action items for healthcare brands:
- Engage with CX specialists and management to explore and implement self-service features such as appointment check-ins, scheduling, and request submissions.
- Use the service as an opportunity to gauge consumer sentiment through satisfaction surveys and follow-ups after each interaction.
4. Rely on CX Management Expertise
No healthcare organization possesses a complete suite of digital transformation tools, making the expertise of digital specialists invaluable for deploying authentic solutions and managing cloud-based contact centers, operations, and HR.
- Collaborate with healthcare CX experts who can guide the implementation or enhancement of your self-service, IVRs, automation, and omnichannel strategies. Discover how Foundever™ can assist in achieving your objectives.
The Future of Healthcare
Deloitte predicts a fundamental shift from "healthcare" to "health" by 2040, with health systems transitioning from reactionary care to prevention and well-being. Virtual care is anticipated to be a major contributor to this evolution, offering a modern, streamlined CX. Imagine a future where customer experiences unfold in the metaverse.
To delve deeper into future CX trends, explore our guide, "Healthcare reimagined: How to build a CX for the future."