Trends Report

Forrester Infographic: Notifications In Regulated Industries — Healthcare

December 19th, 2019

Summary

Three-quarters of healthcare, financial services, and insurance firms are using SMS or push notifications to improve the customer experience and reduce operational costs, such as inbound calls to the contact center, fraud, and appointment no-shows. Messaging remains aspirational for most firms, as the combination of risk-averse compliance teams and restrictive regulations prevents them from sending content in mobile messages that would achieve these goals. Customers expect personalization and convenience, but they also expect their data to be protected. Collaborate with your compliance and security team to determine your guardrails for data handling, security controls, and data retention. Messaging is critical to a seamless connected health experience. Healthcare organizations must develop a strategy to provide on-demand access to information.

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