CX in Healthcare: Insights for Effective Digital Transformation

CX Transformation

Healthcare CEOs and C-suites already recognize the immediate need to transform the consumer experiences they deliver to members and patients. The challenge is understanding how to lead that work strategically to embrace opportunities that advance business objectives.

A personalized health experience that engages plan members and patients year-round in their health journey offers numerous benefits. Consistent engagement will generate new revenue streams and expand market share as well as reduce costs, improve outcomes and empower consumers in their health and wellbeing.

Yet, fewer than half of healthcare organizations with formal CX mandates have well-established efforts. (Figure 1) A primary reason this disconnect exists is the difficulty understanding the value of building digital consumer experiences.¹

Figure 1: 66% of respondents said their organizations had formal healthcare CX mandates but only 33% said their efforts were well-established.

What is clear, however, is the reality that consumers are prepared to interact with digital health tools and technologies. Research shows that consumers want seamlessly integrated, deeply personalized healthcare experiences. In a survey of more than 2,500 individuals, 82% said they wanted a platform for better access to health benefits and 52% said a unified digital health platform would increase care convenience.³

How to approach CX transformation in healthcare

To determine the most effective path for digital healthcare transformation, leading healthcare and technology executives, CX experts and visionaries convened in Miami, February 7-10, at League Connect 2023, the premier CX transformation event.

Executives and experts at the event discussed a three-pronged approach to CX transformation:

Strategy for building a next-generation CX
Action for unlocking scalable and repeatable engagement
Partnerships for powering your CX vision

The State of Healthcare CX 2023 report delves into unique insights and top takeaways from League Connect 2023: As daunting as CX transformation is, and many agree that it is difficult work, a proven path forward exists.

Executives who develop intelligent strategies, deploy critical actions and forge partnerships to accelerate innovation can successfully reimagine their CX to reduce costs, improve outcomes and expand market share.