CX in the Healthcare Industry

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

1. Executive Summary
   1. Introduction
   2. Market Definition
2. Market Overview
   1. Market Drivers
   2. Market Barriers
   3. Vendor Opportunity
3. Technology and Market Landscape
   1. Technology Solutions Framework
      1. Patient Engagement Technology Solutions Framework
      2. Patient Experience Technology Solutions Framework
   2. Market Adoption and Implementation Status
4. Case Studies
   1. Enterprise Level Perspectives
      1. University of Utah Health: A Qualitative Data Analysis Approach to Amplifying the Patient Voice
      2. Baylor Scott & White Health: A Multidisciplinary Approach to Developing a Patient Experience Improvement Strategy
      3. Cleveland Clinic: Rebuilding and Strengthening Patient Trust as a Business Priority
   2. Product – Market Fit Perspectives
      1. Salesforce/ UnitedHealthCare: Transforming Member Experience to Proactive, Predictive, Personalized
      2. AWS/ Children’s Health Orange County & Medstar Health: Creating Powerful Experiences Across Care Continuum
      3. Medallia/Atrium Health: Modernizing the Measurement and Management of Customer Experience in Healthcare
      4. Press Ganey/ Northwell Health: Improving Patient Access and Acquisition with Consumer First Digital Strategy
      5. Gozio Health/WakeMed Health: Improving Patient Experience Using Location Aware Technology
      6. CipherHealth/Community Health Network: Automated Appointment Reminders Generates Additional Revenue
5. Market Forecasts
   1. Introduction
   2. Market Forecast Methodology
   3. Market Forecast Analysis
6. Conclusion
7. Acronym and Abbreviation List
8. Table of Contents
9. Table of Figures
10. Appendix
    1. Scope of Study
    2. Sources and Methodology
    3. Forecast Methodology
    4. 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

Author Information

Clint Wheelock

Clint brings over 20 years of market research and consulting experience, focused on emerging technology markets. He was co-founder and CEO of Dash Network, an integrated research and digital media firm focused on the CX market, which was acquired by The Futurum Group in 2022. He previously founded Tractica with a focus on human interaction with technology, including coverage of AI, user interface technologies, advanced computing, and other emerging sectors. Acquired by Informa Group, Clint served as Chief Research Officer for Informa’s research division, Omdia, with management and content strategy responsibility, formed by the combination of Tractica, Ovum, IHS Markit Technology, and Heavy Reading.
Clint was previously the founder and President of Pike Research, a leading market intelligence firm focused on the global clean technology industry, which was acquired by Navigant Consulting where he was Managing Director of the Navigant Research business.

Prior to Pike Research, Clint was Chief Research Officer at ABI Research, a New York-based industry analyst firm concentrating on the impact of emerging technologies on global consumer and business markets.

Clint holds a Master of Business Administration in Telecommunications Management from the University of Dallas and a Bachelor of Arts in History from Washington & Lee University.