- By Clint Wheelock
Managing Director - September 8, 2022
In a market where brand loyalty and customer retention are increasingly important competitive differentiators, improving healthcare CX is a strategic priority. In a market proliferating with consumer choice, strategies to improve patient experience are key to building brand loyalty, retaining customers, and driving profitability. Technology and data are central to the industry’s capacity to effectively adopt customer centricity at scale and operationalize a consumer-centric patient experience (PX) model within service models. Healthcare providers are leveraging existing technology platforms, and integrating with newer purpose-built experience management technology platforms and advanced data analytics capabilities to automate service workflows to provide personalized engagement, increased collaboration, and greater organizational efficiency across traditional customer service functions.
The business challenge for healthcare providers is to align business strategy with evolving consumer sentiments. As patients become sophisticated consumers, value rather than volume is becoming the principle organizing framework and financing imperative for how services are delivered, new market players are threatening the status quo in primary care delivery, and acute care service delivery is increasingly transitioning beyond traditional care sites to community and home-based settings. The vendor opportunity is to enable the industry to better serve its customer patients through innovative data-driven service models of care.
This Dash Research report forecasts the global market for CX/CE software and services to monitor a patient’s overall healthcare experience or their experiences with specific provider staff and service facilities. Dash Research calculated the current and future market potential for software and services, taking 2019 as the base year, and forecasting revenue growth through 2026. The primary product or service is broken into platforms, applications, and services. Vendor offerings are classified further into functional categories on the basis of whether the application focus is on employee experiences, customer experiences, or relationship management from a customer-facing or back-office perspective. Finally, market segmentation provides localized insights into the same industry segments across five world regions.
Key Questions Addressed:
- What is the current state of the patient experience (PX)/patient engagement (PE) market and how will it continue to develop over the next 5 years?
- What are the key drivers of market growth, and the key challenges faced by industry players in operationalizing patient experience?
- What are the key market applications for various PX/PE software and services?
- Who are the key players in the PX/PE market, and what is their competitive positioning?
- What is the size of the PX/PE market opportunity, both for software and services, and what are some of the regional market growth trends?
Who Needs This Report?
- Healthcare providers
- Healthcare payers
- Patient engagement technology companies
- Patient experience management companies
- Government agencies
- Investor community
Table of Contents
- Executive Summary
- Introduction
- Market Definition
- Market Overview
- Market Drivers
- Market Barriers
- Vendor Opportunity
- Technology and Market Landscape
- Technology Solutions Framework
- Patient Engagement Technology Solutions Framework
- Patient Experience Technology Solutions Framework
- Market Adoption and Implementation Status
- Technology Solutions Framework
- Case Studies
- Enterprise Level Perspectives
- University of Utah Health: A Qualitative Data Analysis Approach to Amplifying the Patient Voice
- Baylor Scott & White Health: A Multidisciplinary Approach to Developing a Patient Experience Improvement Strategy
- Cleveland Clinic: Rebuilding and Strengthening Patient Trust as a Business Priority
- Product – Market Fit Perspectives
- Salesforce/ UnitedHealthCare: Transforming Member Experience to Proactive, Predictive, Personalized
- AWS/ Children’s Health Orange County & Medstar Health: Creating Powerful Experiences Across Care Continuum
- Medallia/Atrium Health: Modernizing the Measurement and Management of Customer Experience in Healthcare
- Press Ganey/ Northwell Health: Improving Patient Access and Acquisition with Consumer First Digital Strategy
- Gozio Health/WakeMed Health: Improving Patient Experience Using Location Aware Technology
- CipherHealth/Community Health Network: Automated Appointment Reminders Generates Additional Revenue
- Enterprise Level Perspectives
- Market Forecasts
- Introduction
- Market Forecast Methodology
- Market Forecast Analysis
- Conclusion
- Acronym and Abbreviation List
- Table of Contents
- Table of Figures
- Appendix
- Scope of Study
- Sources and Methodology
- Forecast Methodology
- Copyright Notice
Charts
- Healthcare CX/CE Software and Services Revenue by Region, World Markets: 2019-2026
- Healthcare CX/CE Software and Services Revenue by Segment and Region, World Markets: 2019-2026
- Healthcare CX/CE Software and Services Revenue by Function, World Markets: 2019-2026
- Healthcare CX/CE Software and Services Revenue by Product Offering, World Markets: 2019-2026
- Healthcare CX/CE Software and Services Revenue, Customer Facing versus Back Office, World Markets: 2019-2026
- Healthcare CX/CE Software Platform Revenue by Region, World Markets: 2019-2026
- Healthcare CX/CE Software Platform Revenue by Segment and Region, World Markets: 2019-2026
- Healthcare CX/CE Software Platform Revenue by Function, World Markets: 2019-2026
- Healthcare CX/CE Software Platform Revenue, Customer Facing versus Back Office, World Markets: 2019-2026
- Healthcare CX/CE Software Applications Revenue by Segment and Region, World Markets: 2019-2026
- Healthcare CX/CE Software Applications Revenue by Segment and Region, World Markets: 2019-2026
- Healthcare CX/CE Software Applications Revenue by Function, World Markets: 2019-2026
- Healthcare CX/CE Software Applications Revenue, Customer Facing versus Back Office, World Markets: 2019-2026
- Healthcare CX/CE Services Revenue by Region, World Markets: 2019-2026
- Healthcare CX/CE Services Revenue by Segment and Region, World Markets: 2019-2026
- Healthcare CX/CE Services Revenue by Function, World Markets: 2019-2026
- Healthcare CX/CE Services Revenue, Customer Facing versus Back Office, World Markets: 2019-2026
- Healthcare CX Software Platform Revenue by Region, World Markets: 2019-2026
- Healthcare CX Software Platform Revenue by Function, World Markets: 2019-2026
- Healthcare CX Software Platform Revenue, Customer Facing versus Back Office, World Markets: 2019-2026
- Healthcare CX Software Applications Revenue by Region, World Markets: 2019-2026
- Healthcare CX Software Applications Revenue by Function, World Markets: 2019-2026
- Healthcare CX Software Applications Revenue, Customer Facing versus Back Office, World Markets: 2019-2026
- Healthcare CX Services Revenue by Region, World Markets: 2019-2026
- Healthcare CX Services Revenue by Function, World Markets: 2019-2026
- Healthcare CX Services Revenue, Customer Facing versus Back Office, World Markets: 2019-2026
- Healthcare CE Software Platform Revenue by Region, World Markets: 2019-2026
- Healthcare CE Software Platform Revenue by Function, World Markets: 2019-2026
- Healthcare CE Software Platform Revenue, Customer Facing versus Back Office, World Markets: 2019-2026
- Healthcare CE Software Applications Revenue by Region, World Markets: 2019-2026
- Healthcare CE Software Applications Revenue by Function, World Markets: 2019-2026
- Healthcare CE Software Applications Revenue, Customer Facing versus Back Office, World Markets: 2019-2026
- Healthcare CE Services Revenue by Region, World Markets: 2019-2026
- Healthcare CE Services Revenue by Function, World Markets: 2019-2026
- Healthcare CE Services Revenue, Customer Facing versus Back Office, World Markets: 2019-2026
Tables
- Healthcare CX/CE Software and Services Revenue by Region, World Markets: 2019-2026
- Healthcare CX/CE Software and Services Revenue by Function, World Markets: 2019-2026
- Healthcare CX/CE Software and Services Revenue by Product Offering, World Markets: 2019-2026
- Healthcare CX/CE Software and Services Revenue, Customer Facing versus Back Office, World Markets: 2019-2026
- Healthcare CX/CE Services Revenue by Region, World Markets: 2019-2026
- Healthcare CX/CE Services Revenue by Function, World Markets: 2019-2026
- Healthcare CX/CE Application Revenue by Region, World Markets: 2019-2026
- Healthcare CX/CE Application Revenue by Function, World Markets: 2019-2026
- Healthcare CX/CE Platform Revenue by Region, World Markets: 2019-2026
- Healthcare CX Software and Services Revenue by Region, World Markets: 2019-2026
- Healthcare CX Software and Services Revenue by Region, World Markets: 2019-2026
- Healthcare CX Software and Services Revenue by Function, World Markets: 2019-2026
- Healthcare CX Software and Services Revenue by Product Offering, World Markets: 2019-2026
- Healthcare CX Software and Services Revenue, Customer Facing versus Back Office, World Markets: 2019-2026
- Healthcare CX Services Revenue by Region, World Markets: 2019-2026
- Healthcare CX Services Revenue by Function, World Markets: 2019-2026
- Healthcare CX Application Revenue by Region, World Markets: 2019-2026
- Healthcare CX Application Revenue by Function, World Markets: 2019-2026
- Healthcare CX Platform Revenue by Region, World Markets: 2019-2026
- Healthcare CX Platform Revenue by Function, World Markets: 2019-2026
- Healthcare CE Software and Services Revenue by Region, World Markets: 2019-2026
- Healthcare CE Software and Services Revenue by Function, World Markets: 2019-2026
- Healthcare CE Software and Services Revenue by Product Offering, World Markets: 2019-2026
- Healthcare CE Software and Services Revenue, Customer Facing versus Back Office, World Markets: 2019-2026
- Healthcare CE Services Revenue by Region, World Markets: 2019-2026
- Healthcare CE Services Revenue by Function, World Markets: 2019-2026
- Healthcare CE Application Revenue by Region, World Markets: 2019-2026
- Healthcare CE Application Revenue by Function, World Markets: 2019-2026
- Healthcare CE Platform Revenue by Region, World Markets: 2019-2026
- Healthcare CE Platform Revenue by Function, World Markets: 2019-2026
- Healthcare CX/CE Software and Services Revenue by Offering, Product, and Function, North America: 2019-2026
- Healthcare CX/CE Software and Services Revenue by Offering, Product, and Function, Europe: 2019-2026
- Healthcare CX/CE Software and Services Revenue by Offering, Product, and Function, Asia Pacific: 2019-2026
- Healthcare CX/CE Software and Services Revenue by Offering, Product, and Function, Latin America: 2019-2026
- Healthcare CX/CE Software and Services Revenue by Offering, Product, and Function, Middle East & Africa: 2019-2026
Figures
- Patient Experience Framework
- Patient Experience Scorecard
Report Details
- Price: Register or Login to View
- Pages: 41
- Charts, Tables, and Figures: 72
- Publication Date: 3Q 2022
Latest Research
Employee Experience
Market Drivers and Barriers, Market Sizing and Forecasts, and Case Studies
Read MoreCX in the Healthcare Industry
Patient Experience Management and Patient Engagement: Best Practices, Key Market Trends, Case Studies, and Market Forecasts
Read MoreCX Market Forecasts
Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Data Platforms, Customer Insights & Feedback, and Employee Experience
Read MoreCustomer Insights & Feedback
Market Drivers and Barriers, Key Industry Players, Market Sizing and Forecasts, and Case Studies
Read MoreLatest Articles
Auto-Authentication Techniques to Save Time and Improve CX
By Keith Kirkpatrick January 27, 2023
Using multi-factor authentication and biometrics, in place of traditional account verification, can reduce friction in customer service.
Read MoreResearch on Diversity, Equity, and Inclusion Shows Room for Improvement
By Sherril Hanson January 27, 2023
QuestionPro Workforce president Sanja Licina discusses key findings from the company’s recent study on diversity, equity, and inclusion.
Read MoreCX Innovators: Sri Safitri, Telkom Indonesia
By Clint Wheelock January 27, 2023
Sri Safitri of Telkom Indonesia offers insights and key success stories from her team’s efforts to improve customer satisfaction and NPS.
Read MoreCDP Updates: Kore.ai, Lotame, Lytics, mParticle, Simon Data, and The Trade Desk
By Sherril Hanson January 27, 2023
Conversational AI Provider Kore.ai partners with mParticle Kore.ai and mParticle, announced a partnership to provide an AI-first natural language processing (NLP)-based search engine and intelligent chatbots to personalize retail shopping…
Read More