CCW Digital Content

Whereas quintessential retail and consumer brands have ensured shoppers can effortlessly process returns or access technical support at any time, healthcare establishments have long subjected patients to journeys devoid of personalization, transparency, and empathy. Thanks to new marketplace trends, however, the tide is beginning to turn. Patients have never had more options for evaluating and selecting the best possible providers, which means healthcare organizations face unprecedented pressure to improve.

What are these trends? Why are they shaping patient expectations? How can healthcare providers overcome new and enduring challenges and make patient centricity a reality?

Driving an impressive impact, generative AI is actually more accessible than CX leaders may think. This report aims to unpack:

• The importance of Generative AI for the contact center
• Key benefits, strategies and frameworks for success
• AI priorities for the year ahead