2024-2025 年医疗保健产业的 CX 成长机会

客户观点

数位健康保持一致的成长轨迹，并继续解决困扰该行业的多方面挑战。主要重点是帮助医疗保健组织实现医疗保健框架的五个目标：改善公共卫生、增强病患体验、降低成本、改善员工体验和促进健康公平。

生成式人工智慧将成为医疗保健组织数位策略不可或缺的一部分。重点将放在临床和操作用例的采用。互动式人工智慧的产品已经涌入市场，以解决提供者的倦怠问题。重点是利用各种人工智慧模型来应对不同的挑战。

医疗保健客服中心组织 2024 年的首要目标包括提高品牌忠诚度和知名度、实施人工智慧技术来改善 EX 和 CX，以及吸引和留住人才。

最重要的 CX 优先事项是建立客户信任和确保安全。

只有 20% 的组织拥有全通路客户旅程，客户期望与积极的客户体验之间存在巨大差距。

目录

调查方法

全球调查团队对数位医疗保健的想法

• 医疗保健成长环境
• 2024 年数位健康趋势
• 2024 年数位医疗预测（基于 2023 年事件）
• 2024 年客服中心决策者调查的主要结果

投资重点与关键决策因素

• 呼叫传输是重中之重，但语音仍占主导地位
• 保留客户和座席是医疗保健领域的首要任务
• 客户信任对于客服中心至关重要
• 关键决策因素

人工智慧对座席优化和自助服务的好处

• 自助服务不断成长，但人工智慧需要调整
• 跨客服中心解决方案套件的人工智慧投资
• 对GenAI增强分析功能的期待日益高涨

协作打造无缝客户旅程

• 全通路客户旅程能力远低于顾客期望
• 紧密整合 UCaaS 和 CCaaS 的好处

Frost & Sullivan 2024 年联络中心奖

附录

• 成长机会推动Growth Pipeline Engine（TM）
• 为什么成长如此困难？
• The Strategic Imperative 8（TM）

最佳实践意识

弗罗斯特雷达

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