引领医疗保健产业客户经验趋势：2025-2027 年

Navigating Customer Experience Trends in Healthcare, 2025 to 2027

出版日期: 2025年12月19日 | 出版商:

Frost & Sullivan | 英文 31 Pages | 商品交期: 最快1-2个工作天内

价格

简介目录

客户视角

医疗保健产业正处于十字路口。成本上升、人才短缺、医护人员倦怠以及病患期望值不断提高等问题交织在一起，带来了前所未有的挑战和机会。这份题为《驾驭医疗保健产业客户经验趋势》的报告，将引导您了解客服中心和客户经验策略如何演变以满足这些需求。

本研究探讨了沟通为何是医疗保健转型的基础，以及客服中心运作现代化如何直接影响病人安全、临床疗效和组织效率。研究检验了「互联医疗」的转变，在这种转变中，全通路平台、人工智慧驱动的个人化服务和云端解决方案至关重要。

了解医疗机构为何同时优先考虑客户经验(CX) 和员工体验 (EX)，因为他们认识到员工福祉和病患满意度息息相关。 62% 的医疗机构领导者将客户体验列为首要任务，59% 的领导者将业务永续营运放在首位，这为客户体验解决方案供应商带来了许多成长机会。

人工智慧正在改变游戏规则：从流程自动化到互动式人工智慧再到情绪检测，医疗保健客服中心正在大力投资人工智慧，以减少等待时间、提高首次解决问题的能力，并释放资源，专注于复杂、富有同理心的互动。

全通路演进：到 2027 年，96% 的医疗客服中心除了电子邮件和网页表单外，还将支援即时回馈和主动护理功能。患者期望柔软性，而医疗机构正在努力满足这项需求。

云端采用：兼顾可扩展性、扩充性和合规性的混合云端策略正变得越来越普遍。旧有系统正被行动应用程式、安全寻呼和通报系统工具所取代，这些工具能够提高反应速度和协调性。

投资重点：引导式解决方案工具、先进的劳动力管理和协作平台位列计画投资榜首，超过 88% 的受访者计画在未来两年内实施这些工具。

决策因素：安全性、可靠性和特定产业应用场景是选择供应商的主要标准。医疗保健产业的采购方正在寻找能够满足其独特监管和营运需求的解决方案。

重要性：与其他行业不同，医疗保健领域的每一次互动都会影响患者的治疗结果。即使是最轻微的延误或沟通不良也会损害医病信任，降低医疗品质。本报告揭示了领先机构如何将客服中心转型为医疗协调、合规性和病人参与的策略枢纽。

行动号召

本报告是医疗保健领导者、客户经验负责人和技术提供者的必读资料，它提供了切实可行的见解，可帮助您：

使技术投资与患者和员工的需求保持一致
利用人工智慧和自动化技术实现可衡量的投资报酬率。
建构安全、扩充性且富有同理心的客户经验(CX) 生态系统。

医疗保健客服中心的未来是积极主动、个人化且以创新为驱动的，而不是被动应对的。

主要业务目标是什么？
自 2024 年以来，通路支援发生了哪些变化？
医疗保健客户体验领导者将投资哪些客服中心解决方案？
医疗保健客户经验领导者将投资哪些人工智慧解决方案？
企业是否正在将客服中心解决方案迁移到云端？
企业如何选择客户体验解决方案供应商？
外包趋势
概括
成长机会驱动Growth Pipeline Engine（TM）™
为什么经济成长变得越来越困难？
The Strategic Imperative 8（TM）
成长机会的益处和影响
下一步
附件清单
免责声明

简介目录

Product Code: KC45-76

A Customer Perspective

Healthcare is at a crossroads. Rising costs, workforce shortages, clinician burnout, and growing patient expectations are converging to create unprecedented challenges-and opportunities. This report, Navigating Customer Experience Trends in Healthcare, is your roadmap to understanding how contact centers and CX strategies are evolving to meet these demands.

The study reveals why communication is the backbone of healthcare transformation and how modernizing contact center operations can directly impact patient safety, clinical outcomes, and organizational efficiency. It explores the shift toward connected care, where omnichannel platforms, AI-driven personalization, and cloud-enabled solutions are no longer optional.

You'll learn how healthcare organizations are prioritizing customer experience (CX) and employee experience (EX) simultaneously, recognizing that staff well-being and patient satisfaction go hand in hand. With 62% of healthcare leaders ranking CX as their top priority and 59% emphasizing business continuity, there are numerous growth opportunities for CX solution providers.

AI as a Game-Changer: From process automation to conversational AI and emotion detection, healthcare contact centers are investing heavily in AI to reduce wait times, improve first-contact resolution, and free agents for complex, empathy-driven interactions.

Omnichannel Evolution: By 2027, 96% of healthcare contact centers will support email and web forms, alongside real-time feedback and proactive care capabilities. Patients expect flexibility, and organizations are responding.

Cloud Adoption: Hybrid cloud strategies are gaining traction, balancing scalability with security and compliance. Legacy systems are giving way to mobile apps, secure paging, and mass-notification tools that accelerate response times and improve coordination.

Investment Priorities: Guided resolution tools, advanced workforce management, and collaboration platforms top the list of planned investments, with over 88% of respondents aiming to implement these solutions within two years.

Decision Drivers: Security, reliability, and vertical-specific use cases dominate provider selection criteria. Healthcare buyers demand solutions tailored to their unique regulatory and operational needs.

Why It Matters: Unlike other industries, every interaction in healthcare can influence a patient's health outcome. A single delay or miscommunication can erode trust and compromise care. This report shows how leading organizations are turning contact centers into strategic hubs for care coordination, compliance, and patient engagement.

Your Call to Action:

If you're a healthcare leader, CX strategist, or technology provider, this report is essential reading. It offers actionable insights to help you:

Align technology investments with patient and staff needs.
Harness AI and automation for measurable ROI.
Build a secure, scalable, and empathetic CX ecosystem.

The future of healthcare contact centers isn't reactive-it's proactive, personalized, and powered by innovation.

State of the Healthcare Industry

The Case for Connected Care: Why Communication is Critical to Healthcare Transformation and Delivering Excellent CX
The Case for Connected Care: Why Communication is Critical to Healthcare Transformation
Segmentation and Market Challenges
Consumer Journey Mapped with Healthcare Stakeholders' Workflows