Some wonder why customer experience (CX) is so important, but the truth is that consumers are more demanding each day. If they have a bad experience, they may turn to your competitor in an instant. In the healthcare industry, the CX can be described as the way a patient perceives their online and offline interactions with a healthcare organization during every stage of the patient experience. Today, we talk about CX trends in the healthcare industry.
Creating a truly engaging and personalized customer experience is the true competitive advantage. A growing number of businesses are now beginning to realize that. Healthcare technologies must be reliable, and safe, but also user-friendly so that doctors and patients can easily use them to get the needed information.
We have identified the top CX trends in the healthcare industry that can completely change customers’ healthcare experiences, providing greater flexibility and support.
Top CX trends in the healthcare industry:
1. Digital interactions
Thanks to the COVID-19 pandemic, data within the healthcare industry has grown exponentially. Telemedicine has become one of the most significant trends, as televisits allow patients to consult with their doctors using a cloud-based video conferencing platform. Self-service is also becoming a top preference because of its availability 24/7.
Modern customers demand a wide range of traditional and digital services to be able to choose their preferred way to interact. This is why digitization practices must be adopted: to satisfy and maintain customers.
2. AI, Data, and Cloud
The healthcare industry understands that the use of data collection and AI enables a more personalized customer experience to provide the engagement that patients seek.
The best way to provide a customized and empathetic patient experience is to learn about the patient’s expectations and needs. For that, it is very important to listen to what the patient says across the multiple channels. Going through past data and patient experiences also allows healthcare companies to enhance relationships.
The cloud allows all parties to access important data, while the omnichannel platforms allow leaders and team members of the healthcare company to have access to this data.
Greater customer engagement and personalized interactions come with greater loyalty, advocacy, and profitability.
The automation of some healthcare processes is an important trend that enhances customer support and care. At a time when the number of healthcare workers is increasingly reducing, technology becomes crucial to meet every patient’s needs in a personalized way.
Medical wearables automatically collect data on a person’s exercise, heart rate, blood pressure, sleeping habits, and even posture. This data enables users to monitor their own levels. They can make proper adjustments, and share the information with their doctors.
More healthcare organizations are also using chatbots to instantly send patients appointment reminders, follow-ups, and aftercare instructions. AI technology development also enables chatbots to be used for more complex matters. This may include helping to treat chronic illnesses or providing a second opinion on a diagnosis.
These technologies allow patients to experience more personalized support and care. Good experiences make them more likely to not miss their appointments.
You can watch our webinar “How automation can improve customer engagement” aquí.
4. VR and AR
Virtual reality (VR) and augmented reality (AR) are other big CX trends that can be used to improve patient care.
VR has been used to help train doctors and surgeons by simulating the experience of performing surgery in a low-stakes environment. AR has been used by pharmaceutical companies to make patients understand how a drug works.
There are many other potential uses for VR and AR technologies in the healthcare industry to improve the patient’s overall experience. We’re here to wait and see!
Other articles that might be of interest:
> Case Study: Hearing-Impaired Community
> Contact Centers in the healthcare industry
> Bots and AI in Contact Centers