Trends Report

The State Of Customer Obsession In Healthcare, 2022

Learn From The Habits Of More Mature Companies

December 19th, 2022
Judy Weader, Principal Analyst
Judy Weader Principal Analyst
With contributors:
Rick Parrish , Cortney Eldridge , Ananya Suresh , Shayna Neuburg

Summary

Forrester surveyed 60 executives in healthcare to understand the state of customer obsession in the industry and to determine how companies can improve. We found that the state of customer obsession in healthcare is poor and uneven. We also uncovered key strategies to help healthcare firms at each level of maturity improve: Customer-aware firms should adopt new habits, customer-engaged ones should embed customer obsession into their DNA, customer-committed ones should build customer goodwill, and customer-obsessed firms should ensure their future fitness. Take our customer obsession assessment to determine your healthcare firm’s level of maturity, then use our advice to improve.

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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.