Vertical Market Study: Technology vs. Humanity in Healthcare & Patient Experiences

In an era where AI and automation are transforming every aspect of healthcare, the question isn’t whether technology belongs in patient care — it’s how to ensure it serves humanity.

This Market Study explores how leading healthcare organizations are redefining patient journeys to be both intelligent and empathetic. Drawing from CCW Digital research and insights from CallMiner, Talkdesk, and Genesys, this study reveals what’s working, what’s not, and what’s next for the future of connected care.

Key topics include:

• Discover why 90% of healthcare organizations are doubling down on AI — yet most patients still don’t trust it.
• Uncover the biggest friction points holding back seamless patient and provider experiences.
• Learn how healthcare leaders are redefining empathy in the digital age, blending automation with authentic human care.
• Explore actionable frameworks for building CX maturity across healthcare, pharma, and life sciences.
• See real-world success stories from Talkdesk and Genesys on transforming care access and patient satisfaction.