Introduction:

In the rapidly evolving landscape of healthcare, many payers, providers, and pharmacy benefit managers have advanced their customer experience (CX) operations. Through digital transformations emphasizing self-service, data analytics, and customization, healthcare leaders have shown high confidence in their strategies. However, there remains a significant gap between confidence and actual investment in CX improvements.

This research report by EXL explores the future priorities for CX investments, highlighting the need for alignment across technology, operations, and leadership teams. The report emphasizes the importance of improving employee experience to enhance customer experience and suggests that AI and data readiness can play pivotal roles in achieving these goals.

View the report to discover these key strategies and insights healthcare leaders can use to enhance their CX approaches and create meaningful change.

• CX strategy confidence and investment discrepancy: Gain insights into why there's a gap between the high confidence in CX strategies and the actual investment in CX enhancements among healthcare leaders.
• Employee experience vs. customer experience: Discover the critical but often underprioritized role of employee experience in boosting customer satisfaction.
• Technology and AI in CX: Learn about the transformative power of AI and technology in enhancing both customer and employee experiences while tackling security and cost challenges.
• Decentralized support challenges: Explore the hurdles decentralized contact centers face, especially in remote working scenarios, and how to improve support tools for better experiences.
• Operational efficiency vs. employee experience: Understand why choosing between operational efficiency and employee experience is a false dichotomy and how technology can help achieve a harmonious balance.