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Customer Experience in the New Health Economy

Ruthie Carey
Ruthie Carey Content Strategist

The shift toward consumer-centricity in the United States has deeply influenced the healthcare industry. Patients are no longer willing to compromise care due to subpar healthcare experiences.

Healthcare organizations recognize the need to pivot towards a patient-centric approach, understanding that enhancing customer experience (CX) is key to gaining a competitive edge in the healthcare marketplace.

In this article, we will delve into the pivotal role of CX in this healthcare revolution, explore customer experience trends in healthcare, and tackle the challenges and solutions involved in optimizing the healthcare customer journey.

The Vital Role of Customer Experience in Modern Healthcare

In today's healthcare landscape, patient expectations are evolving, with 61% of Americans desiring their healthcare experience to mirror the convenience and seamlessness of online customer service apps like Amazon Prime or Uber. This statistic underscores the pivotal role of customer experience in healthcare.

For organizations committed to delivering a strong customer experience, there's a huge opportunity to enhance patients' confidence in their ability to meet their healthcare needs. The level of care, communication, and overall experience a patient receives directly impacts their health outcomes and perception of the healthcare system. Metrics like patient satisfaction scores and Net Promoter Scores (NPS) reflect these sentiments, underlining the profound impact of CX on healthcare.

5 Emerging Customer Experience Trends in Healthcare

The healthcare industry is transforming significantly, shifting from a provider-focused model to a customer-centric one. This shift has spotlighted customer experience for healthcare companies and clinics. With the rise of innovative approaches and technologies, healthcare providers are embracing these trends to offer patients a more personalized and comfortable experience.

1. Telehealth and Virtual Care

Telehealth offers unparalleled convenience, connecting patients with healthcare providers from home, saving time, and reducing exposure to illness. Its future role in managing chronic diseases through regular check-ins and vital sign monitoring is promising.

A study by Cisco revealed that around 74% of patients are comfortable communicating with their doctors using technology instead of in person.

2. Personalization through AI and Data Analytics

Artificial Intelligence (AI) and data analytics are driving personalized customer experience in healthcare. From tailoring treatment plans to predicting health risks, these technologies enhance patient experiences by offering tailored, data-driven solutions.

Data analysis enables clinics to identify patients' preferred physicians, their preference for in-person or remote consultations, their health history, and potential health concerns.

3. IoT and Remote Monitoring

Before Internet of Things (IoT), patient-doctor interactions were limited to visits, calls, and texts.

IoT devices enable remote monitoring for effective chronic condition management, empowering physicians to deliver excellent care. They collect real-time health data, promoting proactive healthcare measures and decreasing hospital admissions. 

IoT substantially reduces healthcare costs while improving treatment outcomes.

4. Patient Portals and Digital Health Records

Patient portals and digital health records are revolutionizing how individuals engage with their healthcare providers. These secure online platforms empower patients to access their health information, from lab results to medication lists, at their fingertips.

Patients can conveniently schedule appointments, request prescription refills, and communicate directly with their healthcare providers through secure messaging.

5. Chatbots and Virtual Assistants

Chatbots and virtual assistants are creating positive digital customer experiences in healthcare.

They serve as 24/7 virtual helpers, offering immediate responses to patient inquiries, whether answering general health questions or providing information about specific medical conditions and treatments.

Data Bridge Market Research shows that the healthcare chatbots market is projected to skyrocket to USD 1179.81 million by 2030. This substantial growth reflects the increasing adoption and recognition of chatbots and virtual assistants as integral components of modern healthcare.

In the evolving landscape of healthcare delivery, competition is intensifying. To ensure a positive customer experience, healthcare systems must wholeheartedly embrace the latest customer experience trends in healthcare. By prioritizing consumer-centric strategies and staying at the forefront of information and technology, healthcare organizations can position themselves competitively in a healthcare economy.

Optimize the Healthcare Customer Journey: Challenges and Solutions

Optimizing the healthcare customer journey becomes imperative when your goal is to provide an outstanding customer experience in healthcare. This journey encompasses every patient interaction within the healthcare system, from initial contact to ongoing care. However, it comes with its own set of challenges. This section delves into these challenges and explores best practices to overcome them.

Data Security and Privacy Concerns

Challenge: Health is personal, as is its data. According to Accenture research, 33% of people said they would be more likely to adopt digital technologies if they felt more confident in data security and privacy. Organizations must prioritize cybersecurity by securing tech, training staff, seeking expertise, and continually upgrading security measures.

Solution: Healthcare organizations should take several proactive measures to fortify data security, earning the trust of patients and maintaining the integrity of their sensitive information. This involves the implementation of strong encryption protocols to maintain confidentiality and prevent unauthorized access. Regular security audits are essential to pinpoint vulnerabilities and swiftly address potential threats.

Communication Gaps

Challenge: Clinicians' busy schedules often lead to incomplete EHR notes and isolated patient updates. Patients may hesitate to ask questions due to perceived clinician busyness or embarrassment, hindering vital conversations. These communication lapses have far-reaching consequences for patient care and understanding.


Integrate advanced healthcare contact center software into unified EHR systems. This synergy streamlines note-taking, enabling real-time updates and seamless communication between clinicians and patients. Additionally, promote patient engagement through omnichannel communication, ensuring patients can reach you through email, live chat, mobile apps, phone, and in-person. This holistic approach enhances overall care, patient understanding, and communication efficiency. 

Resistance to Technology

Challenge: The healthcare landscape is rapidly evolving, with technology playing a central role in enhancing patient care and streamlining operations. However, a significant challenge lies in the resistance some patients and healthcare professionals exhibit when adopting new technology.

Solution: To address this challenge effectively, healthcare organizations must prioritize education. First and foremost, educating patients and staff about the benefits and ease of using technology in healthcare is essential. They may have concerns about privacy, security, or the usability of digital tools. Providing clear and accessible information about how technology can improve their healthcare experience and address these concerns can help alleviate resistance.

Patient Experience Measurement

Challenge: Measuring patient satisfaction is complicated due to diverse factors influencing feedback, including demographics, biases, and response rates. The challenge lies in interpreting actionable insights from this complex landscape, emphasizing the need for advanced survey methods and analytics to enhance accuracy and relevance in healthcare management.

Solution: To overcome this challenge, healthcare managers should meticulously design and test surveys, strategically sample patients, and incentivize participation. Clear analysis and integration into quality improvement processes are essential. Furthermore, linking satisfaction measurements with other care indicators ensures a holistic approach to enhancing healthcare services and patient experiences.

Adopting a flexible platform that adapts to new CX trends and efficiently tackles these challenges is essential for providing excellent care and increasing healthcare consumer satisfaction.

Redefine Healthcare Access: A Seamless Journey for Every Patient

In an era of digital transformation and a growing emphasis on patient-centric care, the landscape of healthcare access is undergoing a remarkable transformation. This shift revolves around a core objective: creating a healthcare experience that is not merely accessible but, critically, seamless for every individual. Innovative technology is at the heart of this revolution, fundamentally altering how patients engage with healthcare providers.

Five9, a leading cloud contact center software provider, stands as a catalyst for change, empowering positive customer experience in healthcare. Its Intelligent Virtual Agent driven by AI streamlines tasks, allowing live agents to focus on more valuable interactions, fostering productivity.

Five9 integrates with Electronic Health Records (EHR) systems, facilitated through APIs, and guarantees secure access to crucial patient data while adhering to HIPAA compliance. Additionally, it offers workforce optimization tools for efficient scheduling and conversation evaluation, enhancing care quality and compliance.

Five9 is committed to personalized, empathetic patient engagement, helping healthcare organizations establish lasting patient relationships and improve loyalty.

Visit for more information!

Ruthie Carey
Ruthie Carey Content Strategist

Call 1-800-553-8159 to learn more about Five9