Best Practice Report

Healthy Healthcare CX Habits

Nine Best Practices To Improve Healthcare CX

November 22nd, 2021
Judy Weader, Principal Analyst
Judy Weader Principal Analyst
Pete Jacques, Principal Analyst
Pete Jacques Principal Analyst
With contributors:
Brian Mukasa , Harley Manning , Jen Barton

Summary

Although healthcare firms exist to facilitate or deliver lifesaving services, the industry has been slow to improve customer experience (CX). Complicated processes, often explained with opaque industry-specific jargon, present obstacles to individuals seeking access to even the most basic care. We interviewed and researched multiple firms — including leaders from the 2021 US Health Insurers Customer Experience Index (CX Index™) — to understand what best practices help healthcare companies overcome and shatter their own self-imposed barriers. This report describes the CX habits that healthcare firms should adopt to improve the health of their customers’ healthcare experiences.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.