引領醫療保健產業客戶經驗趨勢：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個工作天內

價格

簡介目錄

客戶視角

醫療保健產業正處於十字路口。成本上升、人才短缺、醫護人員倦怠以及病患期望值不斷提高等問題交織在一起，帶來了前所未有的挑戰和機會。這份題為《駕馭醫療保健產業客戶經驗趨勢》的報告，將引導您了解客服中心和客戶經驗策略如何演變以滿足這些需求。

本研究探討了溝通為何是醫療保健轉型的基礎，以及客服中心運作現代化如何直接影響病人安全、臨床療效和組織效率。研究檢驗了「互聯醫療」的轉變，在這種轉變中，全通路平台、人工智慧驅動的個人化服務和雲端解決方案至關重要。

了解醫療機構為何同時優先考慮客戶經驗(CX) 和員工體驗 (EX)，因為他們認知到員工福祉和病患滿意度息息相關。 62% 的醫療機構領導者將客戶體驗列為首要任務，59% 的領導者將業務永續營運放在首位，這為客戶體驗解決方案供應商帶來了許多成長機會。

人工智慧正在改變遊戲規則：從流程自動化到互動式人工智慧再到情緒檢測，醫療保健客服中心正在大力投資人工智慧，以減少等待時間、提高首次解決問題的能力，並釋放資源，專注於複雜、富有同理心的互動。

全通路演進：到 2027 年，96% 的醫療客服中心除了電子郵件和網頁表單外，還將支援即時回饋和主動護理功能。患者期望柔軟性，而醫療機構正在努力滿足這項需求。

雲端採用：兼顧可擴展性、擴充性和合規性的混合雲端策略正變得越來越普遍。舊有系統正被行動應用程式、安全尋呼和通報系統工具所取代，這些工具能夠提高反應速度和協調性。

投資重點：引導式解決方案工具、先進的勞動力管理和協作平台位列計畫投資榜首，超過 88% 的受訪者計畫在未來兩年內實施這些工具。

決策因素：安全性、可靠性和特定產業應用場景是選擇供應商的主要標準。醫療保健產業的採購方正在尋找能夠滿足其獨特監管和營運需求的解決方案。

重要性：與其他行業不同，醫療保健領域的每一次互動都會影響患者的治療結果。即使是最輕微的延誤或溝通不良也會損害醫病信任，降低醫療品質。本報告揭示了領先機構如何將客服中心轉型為醫療協調、合規性和病人參與的策略樞紐。

行動號召

本報告是醫療保健領導者、客戶經驗負責人和技術提供者的必讀資料，它提供了切實可行的見解，可幫助您：

使技術投資與患者和員工的需求保持一致
利用人工智慧和自動化技術實現可衡量的投資報酬率。
建構安全、擴充性且富有同理心的客戶經驗(CX) 生態系統。

醫療保健客服中心的未來是積極主動、個人化且以創新為驅動的，而不是被動應對的。

主要業務目標是什麼？
自 2024 年以來，通路支援發生了哪些變化？
醫療保健客戶體驗領導者將投資哪些客服中心解決方案？
醫療保健客戶經驗領導者將投資哪些人工智慧解決方案？
企業是否正在將客服中心解決方案遷移到雲端？
企業如何選擇客戶體驗解決方案供應商？
外包趨勢
概括
成長機會驅動Growth Pipeline Engine（TM）™
為什麼經濟成長變得越來越困難？
The Strategic Imperative 8（TM）
成長機會的益處和影響
下一步
附件清單
免責聲明

簡介目錄

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