Wonder why your patient engagement initiatives show success, but your phone lines stay jammed?
Automating interactions is different from coordinating completion.
Forrester's latest Healthcare CX report finally draws that distinction clearly—and explains why most organizations are measuring the wrong things.
This Forrester report provides key insights on vendor selection, comparing solutions by size, offerings, market focus and offers cases to help digital strategy and CX leaders make informed decisions.
The data backs up what your front desk already knows: 30% of primary care is shifting to retail-based models by 2030, which means patients expect Amazon-level coordination. But when your digital front door hands off to your phone system without context, you're forcing patients to start over. That's not a completion—it's a cold handoff that burns staff time and loses appointments.
The Forrester analysis identifies what separates actual CX transformation from digital theater: whether your platform preserves context across every interaction, whether it completes workflows rather than just deflecting calls, and whether your vendor's business model depends on your operational success rather than interaction volume.
Here's what that looks like in practice: Virginia Women's Center replaced their traditional call center with outcome-based coordination. Their completion rate went from the industry standard 60-75% to 95%. Training time dropped from weeks to 2-3 days. And they only pay for completed appointments—not deflected calls, not automation percentages, not seat licenses.
The insight: When your vendor only gets paid for outcomes you actually want, suddenly the cold handoff problem gets solved. Because software companies optimize for what they measure, and if they're measuring deflection instead of completion, you get exactly what the intro describes.
The full Forrester report is worth reading for the market landscape—you can access it here:
Access the Forrester’s report, The Customer Experience Platforms for Healthcare Landscape, Q2 2024, which outlines:
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