2024-2025年醫療保健產業的CX成長機會

客戶觀點

數位健康保持一致的成長軌跡，並繼續解決困擾該行業的多方面挑戰。主要重點是幫助醫療保健組織實現醫療保健框架的五個目標：改善公共衛生、增強病患體驗、降低成本、改善員工體驗和促進健康公平。

生成式人工智慧將成為醫療保健組織數位策略不可或缺的一部分。重點將放在臨床和操作用例的採用。互動式人工智慧的產品已經湧入市場，以解決提供者的倦怠問題。重點是利用各種人工智慧模型來應對不同的挑戰。

醫療保健客服中心組織2024年的首要目標包括提高品牌忠誠度和知名度、實施人工智慧技術來改善 EX 和 CX，以及吸引和留住人才。

最重要的 CX 優先事項是建立客戶信任和確保安全。

只有20%的組織擁有全通路客戶旅程，客戶期望與積極的客戶體驗之間存在巨大差距。

目錄

調查方法

全球調查團隊對數位醫療保健的想法

• 醫療保健成長環境
• 2024年數位健康趨勢
• 2024年數位醫療預測（基於2023年事件）
• 2024年客服中心決策者調查的主要結果

投資重點與關鍵決策因素

• 通話傳輸是優先事項，但語音仍占主導地位
• 維持客戶和Agent是醫療保健領域的首要任務
• 客戶信任對於客服中心非常重要
• 關鍵決策因素

人工智慧對Agent最佳化和自助服務的好處

• 自助服務不斷成長，但人工智慧需要調整
• 跨客服中心解決方案套件的人工智慧投資
• 對GenAI增強分析功能的期待日益高漲

協作打造無縫客戶旅程

• 全通路客戶旅程能力遠低於顧客期望
• 緊密整合 UCaaS 和 CCaaS 的好處

Frost & Sullivan2024年聯絡中心獎

附錄

• 成長機會推動Growth Pipeline Engine（TM）
• 為什麼成長越來越困難？
• The Strategic Imperative 8（TM）

最佳實踐認識

Frost Radar

下一步

Customer Perspectives

Digital health has maintained a consistent growth trajectory and continues to address the multi-faceted challenges that plague the industry. The primary focus is investing in technology that helps organizations move toward the Quintuple Aim of the healthcare framework, which includes improving population health, enhancing patient experience, lowering costs, improving staff experience, and advancing health equity.

Digital health continues to grow steadily, addressing the various challenges that plague the industry. Healthcare providers are investing in technology that helps organizations deliver on the Quintuple Aim of the healthcare framework, which includes improving population health, enhancing patient experience, lowering costs, improving staff experience, and advancing health equity.

Generative AI will be integral to a healthcare organization's digital strategy. The focus will be on adoption across clinical and operational use cases. Conversational AI-based products flooded the market to address provider burnout. The focus was on utilizing different AI models to tackle diverse challenges.

Top healthcare contact center organization goals in 2024 include improving brand loyalty and awareness, deploying AI technologies to improve EX and CX, and attracting and retaining talent.

The most significant CX Priorities are building customer trust and ensuring security.

Only 20% of organizations deliver omnichannel customer journeys, leaving a huge gap between customer expectations and positive customer experiences.

The primary goals of this study are to establish the size of corporate budgets for the purchase of channels, applications, and solutions in the contact center environment across industries and to understand purchase trends. It also investigates the factors that influence product selection. Decision makers from the 139 healthcare organizations such as:

•      Hospital activities
•      General medical practice activities
•      Specialist medical practice activities
•      Dental practice activities
•      Residential nursing care activities
•      Residential care activities for mental retardation, mental health, and substance abuse
•      Residential care activities for the elderly and disabled
•      Other residential care activities

Table of Contents

Research Methodology

• An Integrated Approach Provides a 360-Degree Perspective
• Research Objectives and Methodology of Customer Survey

Global Transformational Health Research Team Insights on Digital Healthcare

• Healthcare Growth Environment
• Digital Health Trends in 2024
• Digital Healthcare Predictions for 2024 Based on Events in 2023
• Key Findings from the 2024 Contact Center Decision-Maker Survey

Investment Priorities & Critical Decision-Making Factors

• Call Deflection is a Top Priority but Voice Still Reigns
• Customer and Agent Retention are Top Priorities for Healthcare
• Customer Trust is of Utmost Important in the Contact Center Environment
• Critical Decision-Making Factors

Benefits of AI Infusion for Agent Optimization and Self-Service

• Self-Service Grows, but AI Needs Some Tweaking
• AI Investments Across the Contact Center Solution Suite
• High Expectations for GenAI to Boost Analytics Capabilities

Seamless Customer Journeys Collaboration

• Omnichannel Customer Journey Capabilities Lag Far Behind Customer Expectations
• Benefits of Tightly Integrating UCaaS and CCaaS

Frost & Sullivan 2024 Contact Center Award

• Hybrid Workforce-Orlando Health Wins the "Get Up Stand Up Award"
• Aflac

Appendix

• Growth Opportunities Fuel the Growth Pipeline Engine™
• Why is it Increasingly Difficult to Grow?
• The Strategic Imperative 8™

Best Practice Recognition

• Best Practice Recognition

Frost Radar

• Frost Radar

Next Steps

• Benefits and Impacts of Growth Opportunities
• Next Steps
• Take the Next Step
• Legal Disclaimer