The four false narratives of customer experience - Healthcare

Companies have bought into the hype that a compelling customer experience (CX) will set them apart and win the hearts of their customers. But if CX is so important, why are so many companies struggling to deliver an experience that builds lasting customer relationships?

Pega surveyed 5000 CX practitioners including 793 from the healthcare industry and uncovered powerful ways in which healthcare companies should evolve the CX they provide:

• Improving customer satisfaction is the top priority for healthcare companies - 40% say that they don’t have a formal CX strategy. Creating a formal CX strategy is essential for progress.
• Investing in the right tech is more important than ever before. 65% of healthcare companies say that investing in the right tech used to deliver CX is at the top of their to-do list.
• 58% of healthcare companies say that they need to change staff culture at their organizations in order to improve CX. No matter how powerful the tech is, it must be embraced by staff who are clear on how to use it and the benefits it provides.

Read the report to learn more.

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