Healthcare providers and health insurers are exhausted from point-solution fatigue. Narrow focus on the “digital front door” in healthcare has yielded some success on customer acquisition but left much to be desired on the trust frontier. To earn trust, healthcare organizations (HCOs) must create value with customers. To create value, HCOs need to curate personalized experiences that sustain engagement and build relationships with their customers.
CX Platforms Shine A Light On The Path To Value
Customer experience (CX) platforms for healthcare harness the power of data to produce experiences that create value with customers, fostering customer loyalty and sustained engagement. These platforms combine customer engagement and marketing functionalities with cutting-edge data management and interoperability, elevated by advanced analytics and AI. CX and digital leaders at HCOs should seek out a platform that:
- Empowers consumers to own their data. Success in healthcare is fueled by data. Choose a platform that enables customers to securely view, manage, and control their longitudinal health data. This will enable customers to make informed decisions and collaborate effectively across the healthcare ecosystem.
- Offers customer journeys with embedded analytics. Customers often land in the unwanted emotional valleys of their health journey. These platforms leverage emotional peaks to nudge customers and drive active involvement and better management of their health conditions.
- Enables consumers to search for care on their own terms. Reduce consumer frustration in a critical journey by choosing a platform with flexible search that uses natural language understanding and processing.
Elevate Your Healthcare Customer Experience Now
In our first-ever evaluation of CX platforms for healthcare, we evaluated eight vendors based on 33 criteria. We identified the most significant platforms and researched, analyzed, and scored them. The Forrester Wave™ evaluation highlights Leaders, Strong Performers, Contenders, and Challengers. In alphabetical order, these are the vendors we included: b.well Connected Health, Fabric, League, Loyal, Medallia, Memora Health, Personify Health, and Smart Communications.
Forrester clients can use the brand-new interactive Wave experience to get customized vendor rankings based on the criteria that are most important to them. Schedule a guidance session with me if you’d like me to walk you through it and review any questions.
