When it comes to customer experience (CX) performance, healthcare organizations continue to lag. Healthcare firms have a hard time understanding customers, let alone creating experiences that meet their expectations. Less than half of customers are satisfied with the way health insurers communicate with them. Forrester explains seven ways that healthcare CX pros can optimize CX despite these challenges.
Forrester (Nasdaq: FORR) is one of the most influential research and advisory firms in the world. We work with business and technology leaders to develop customer-obsessed strategies that drive growth. Forrester’s unique insights are grounded in annual surveys of more than 675,000 consumers and business leaders worldwide, rigorous and objective methodologies, and the shared wisdom of our most innovative clients. Through proprietary research, data and analytics, custom consulting, exclusive executive peer groups, and events, the Forrester experience is about a singular and powerful purpose: to challenge the thinking of our clients to help them lead change in their organizations.