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"Healthcare CX Investment Gap: Staff vs Strategy Disconnect"

This report explores healthcare leaders' CX investment priorities, highlighting a gap between valuing employee experience and spending allocation.

Healthcare organizations have heavily invested in customer experience (CX) improvements, with 87% of executives confident in their strategies. However, a disconnect exists: while 99% agree improving contact center staff experience is key to better outcomes, only 34% prioritize employee experience investments. This gap limits the full potential of CX initiatives.

This report explores where healthcare leaders focus CX investments and highlights overlooked opportunities for greater returns. Based on survey data, it shows how bridging customer-facing technologies and staff-enabling tools can create competitive advantages in a complex healthcare landscape. Discover:

• Why executives prioritize data customization and self-service over employee experience despite their interconnection
• How AI strategies differ between customer-facing and staff-facing applications, leaving efficiency untapped
• The role of data readiness in AI success and why half of organizations neglect this critical step

Offered Free by: Healthcare Dive's studioID and EXL
See All Resources from: Healthcare Dive's studioID and EXL