As Forrester states in the February 2019 report “How To Build A VoC Program In Healthcare,” healthcare organizations (HCOs) are lagging in their efforts to measure and enhance the customer experience (CX). With antiquated feedback collection methods and a lack of a comprehensive CX measurement framework, HCOs must adopt more modern customer experience management (CEM) systems that provide real-time data and actionable insights in order to meet the evolved (and heightened) expectations of patients.
Download this report to learn how:
• Today's patients are making healthcare decisions similar to the way they consider retail purchases
• A formal CEM system that measures every patient touchpoint is crucial to driving customer loyalty
• To evaluate CEM providers to ensure delivery of a holistic picture of the patient experience
Service Management Group (SMG)