CX Trends 2021: Industry Insights - Healthcare
2020 reshaped the healthcare industry as COVID-19 overwhelmed healthcare facilities. For the safety of patients and staff, healthcare providers needed to quickly pivot to virtual health, resulting in new patient and employee experiences.
Key Takeaways
- ✓ Those with the best CX results are 2.4 times as likely to use workflow management tools
- ✓ The highest CX performers are 1.5 times more likely to use developers
- ✓ 20% of healthcare companies saw their CX budget decrease this year, compared to 30% whose budgets increased
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