# Customer Experience * **Definition:** The overall perception and interaction a patient has with a healthcare provider, encompassing all touchpoints and services throughout their journey. * **Taxonomy:** CTO Topics / Customer Experience ## News * Selected news on the topic of **Customer Experience**, for healthcare technology leaders * 38.4K news items are in the system for this topic * Posts have been filtered for tech and healthcare-related keywords | Date | Title | Source | | --- | --- | --- | | 5/12/2025 | [**CEOs' top 11 priorities for CIOs - Becker's Hospital Review - Healthcare News & Analysis**](https://www.beckershospitalreview.com/healthcare-information-technology/ceos-top-11-priorities-for-cios/) | [[Beckers Hospital Review]] | | 5/8/2025 | [**MedTech Breakthrough Announces 2025 MedTech Breakthrough Award Winners**](https://hitconsultant.net/2025/05/08/2025-medtech-breakthrough-award-winners-announced/) | [[HIT Consultant]] | | 4/29/2025 | [**ICT Adoption in Healthcare and Life Sciences Set to Accelerate, Projected to Grow at 14.58 ...**](https://finance.yahoo.com/news/ict-adoption-healthcare-life-sciences-140000672.html) | [[Yahoo Finance]] | | 4/28/2025 | [**Contact Center as a Service (CCaaS) MarketOutlook, Research, Trends, Share, Size**](http://prsync.com/maximize-market-research-company/contact-center-as-a-service-ccaas-marketoutlook-research-trends-share-size-4727926/) | [[PRSync]] | | 4/21/2025 | [**ISG to Assess Contact Center Customer Experience Service Providers - Yahoo Finance**](https://finance.yahoo.com/news/isg-assess-contact-center-customer-150000935.html) | [[Yahoo Finance]] | | 4/6/2025 | [**A Unified Platform Is Essential To Boost The Customer Experience In Healthcare**](https://medcitynews.com/2025/04/a-unified-platform-is-essential-to-boost-the-customer-experience-in-healthcare/) | [[MedCity News]] | | 4/3/2025 | [**The Rise of Customer Information System (CIS) Market: A $3.26 billion Industry Dominated ...**](https://finance.yahoo.com/news/rise-customer-information-system-cis-140000796.html) | [[Yahoo Finance]] | | 3/17/2025 | [**Retail Cloud Market is expected to generate a revenue of USD 238.9 Billion by 2032 ...**](https://www.prnewswire.com/news-releases/retail-cloud-market-is-expected-to-generate-a-revenue-of-usd-238-9-billion-by-2032--globally-at-19-8-cagr-verified-market-research-302403060.html) | [[PR Newswire]] | | 2/24/2025 | [**AI-Driven Platforms: Revolutionizing Business Operations and Decision-Making**](https://www.cioreview.com/news/aidriven-platforms-revolutionizing-business-operations-and-decisionmaking-nid-40796-cid-175.html) | [[CIO Review]] | | 1/14/2025 | [**ibex Wave iX Translate Wins 2024 CX Innovation Award**](https://markets.businessinsider.com/news/stocks/ibex-wave-ix-translate-wins-2024-cx-innovation-award-1034225329) | [[Business Insider Markets]] | | 1/14/2025 | [**ibex Wave iX Translate Wins 2024 CX Innovation Award**](https://finance.yahoo.com/news/ibex-wave-ix-translate-wins-140000056.html) | [[Yahoo Finance]] | | 1/14/2025 | [**ibex Wave iX Translate Wins 2024 CX Innovation Award - Morningstar**](https://www.morningstar.com/news/globe-newswire/9331435/ibex-wave-ix-translate-wins-2024-cx-innovation-award) | [[Morningstar]] | | 1/2/2025 | [**Ace Hardware Ranked #1 in Home Improvement on Forbes' 2025 Best Customer Service List**](https://finance.yahoo.com/news/ace-hardware-ranked-1-home-140400514.html) | [[Yahoo Finance]] | | 1/2/2025 | [**Here's Why You Should Retain Portillo's Stock in Your Portfolio Now - Yahoo Finance**](https://finance.yahoo.com/news/heres-why-retain-portillos-stock-124300483.html) | [[Yahoo Finance]] | | 12/16/2024 | [**JAMA**](https://jamanetwork.com/journals/jama/fullarticle/2827918) | [[JAMA Network]] | | 12/13/2024 | [**Title: Navigating the Generative AI Journey: A Strategic Roadmap for Healthcare Organizations**](https://blogs.perficient.com/2024/12/13/title-navigating-the-generative-ai-journey-a-strategic-roadmap-for-healthcare-organizations/) | [[Perficient Healthcare]] | | 12/12/2024 | [**Retail Cloud Market Size and Forecast 2020-2030 - Yahoo Finance**](https://finance.yahoo.com/news/retail-cloud-market-size-forecast-090100912.html) | [[Yahoo Finance]] | | 12/11/2024 | [**Djibouti Insurance Market Size, Share, Demand, Key players Analysis and Forecast 2024-2032**](http://prsync.com/imarc-group/djibouti-insurance-market-size-share-demand-key-players-analysis-and-forecast---4497800/) | [[PRSync]] | | 12/9/2024 | [**Artificial Intelligence Platforms Market to grow by USD 64.9 Billion (2024-2028 ... - PR Newswire**](https://www.prnewswire.com/news-releases/artificial-intelligence-platforms-market-to-grow-by-usd-64-9-billion-2024-2028-driven-by-rising-ai-solution-demand-report-on-ais-market-transformation---technavio-302324991.html) | [[PR Newswire]] | | 11/26/2024 | [**Material Receives Silver Award for Best Customer Experience Strategy with International Customer Experience Awards 2024**](http://www.businesswire.com/news/home/20241126019855/en/Material-Receives-Silver-Award-for-Best-Customer-Experience-Strategy-with-International-Customer-Experience-Awards-2024/?feedref=JjAwJuNHiystnCoBq_hl-Q-tiwWZwkcswR1UZtV7eGe24xL9TZOyQUMS3J72mJlQ7fxFuNFTHSunhvli30RlBNXya2izy9YOgHlBiZQk2LOzmn6JePCpHPCiYGaEx4DL1Rq8pNwkf3AarimpDzQGuQ==) | [[Business Wire]] | | 9/27/2024 | [**Digital customer experience critical for manufacturing, construction - Computer Weekly**](https://www.computerweekly.com/news/366612025/Digital-customer-experience-critical-for-manufacturing-construction) | [[Computer Weekly]] | | 9/17/2024 | [**AI in Customer Experience Market is expected to Observe Considerable Growth ...**](https://www.whatech.com/og/markets-research/industrial/882700-ai-in-customer-experience-market-is-expected-to-observe-considerable-growth-opportunities-to-2031.html) | whatech.com | | 9/10/2024 | [**Incisiv, Talkdesk 2024 Retail Customer Experience Index reveals retailers must keep pace with technology trends to meet shoppers' demand for hyper-personalization and seamless omnichannel interactions**](http://www.businesswire.com/news/home/20240910857011/en/Incisiv-Talkdesk-2024-Retail-Customer-Experience-Index-reveals-retailers-must-keep-pace-with-technology-trends-to-meet-shoppers%E2%80%99-demand-for-hyper-personalization-and-seamless-omnichannel-interactions/?feedref=JjAwJuNHiystnCoBq_hl-Q-tiwWZwkcswR1UZtV7eGe24xL9TZOyQUMS3J72mJlQ7fxFuNFTHSunhvli30RlBNXya2izy9YOgHlBiZQk2LOzmn6JePCpHPCiYGaEx4DL1Rq8pNwkf3AarimpDzQGuQ==) | [[Business Wire]] | | 8/25/2024 | [**Strong client interest on GenAI; don't foresee layoffs within Infosys from new-age tech: CEO Salil Parekh**](https://www.msn.com/en-in/lifestyle/smart-living/strong-client-interest-on-genai-don-t-foresee-layoffs-within-infosys-from-new-age-tech-ceo-salil-parekh/ar-AA1pogNR) | msn.com | | 8/24/2024 | [**Strong client interest on GenAI; don't foresee layoffs within Infosys from new-age tech: CEO Salil Parekh**](https://www.msn.com/en-in/lifestyle/smart-living/strong-client-interest-on-genai-dont-foresee-layoffs-within-infosys-from-new-age-tech-ceo-salil-parekh/ar-AA1pogNR) | msn.com | ## Topic Overview (Some LLM-derived content — please confirm with above primary sources) ### Key Players - **Qualtrics**: An experience management platform that enhances customer experience through AI-driven customer feedback analysis. - **Everise**: A global leader in customer service solutions, focusing on transforming customer experience through innovative technology. - **TTEC Holdings, Inc.**: A leader in AI-driven innovations for customer experience, recognized for its impact on customer satisfaction and operational efficiency. - **CommBox**: An enterprise-grade omnichannel customer experience platform that deploys AI bots to handle complex inquiries while ensuring data security. - **Perficient**: Recognized for its capabilities in customer experience strategy consulting, focusing on vision setting, business assessment, and customer research. - **Conduent**: A leader in digital operations and intelligent customer experience solutions, leveraging AI and analytics to enhance customer satisfaction. - **Verint**: A leader in customer experience automation, known for its Open Platform that integrates behavioral data and AI. - **Clootrack**: An AI-powered customer experience analytics platform that provides actionable insights through real-time data processing. - **CallMiner**: Recognized for its AI capabilities in enhancing customer experience through behavioral analysis and real-time guidance. - **Talkdesk**: Offers AI-driven customer experience solutions, including integration with Epic's CRM to enhance patient interactions. - **Kaon Interactive**: Recognized for its innovative approach to customer engagement using immersive technologies. - **ibex**: A global provider of business process outsourcing and AI-powered customer engagement solutions, recognized for its innovative customer experience technologies. - **Pronetx, Inc.**: A company focused on providing customer experience solutions, particularly for large cloud-based contact centers. - **Deloitte**: A leading global consulting firm that provides insights into digital transformation and customer experience trends across various industries, including healthcare. - **Strata Identity**: Recognized for its Maverics Identity Orchestration platform, which enhances customer experience through journey-time orchestration. ### Partnerships and Collaborations - **Material and Encore**: Material collaborated with Encore on a global service excellence strategy to enhance customer satisfaction and retention. - **ATELIER CX**: A consulting studio launched by Forbes Travel Guide to enhance customer experience journeys across various industries. - **TTEC and Cisco**: TTEC Digital has been recognized as the Cisco Reimagine Customer Experiences Partner of the Year, highlighting their successful collaboration in enhancing customer experiences. - **PYMNTS and NCR Voyix**: Collaborated to explore the potential effects of AI on banking customer experiences, indicating a trend towards enhanced digital interactions. - **ServiceNow and Five9**: Expanded partnership to deliver an AI-powered solution for improving employee and customer experiences. - **Talkdesk and Epic**: Collaboration to integrate Talkdesk Copilot into Epic's CRM, enhancing patient interactions and support. - **Everise and Sanas**: An exclusive partnership to enhance customer service in healthcare through AI-powered speech technology. - **Clootrack and PointClickCare**: Clootrack has been selected by PointClickCare to enhance their customer experience analytics through real-time data processing. - **Everise and Sharath Keshava**: Everise partnered with entrepreneur Sharath Keshava to launch EverAI Labs, aiming to revolutionize the customer experience industry. - **Hero Digital and Atlantic Health System**: Collaborated to revamp digital ecosystems focusing on patient-centered care. - **Hero Digital and UNC Health**: Developed an accessible and engaging website design to enhance user experience. - **OpenAI and PwC**: A strategic partnership aimed at integrating AI solutions into business processes to enhance customer experiences. - **FirstHive and Infogain**: A strategic partnership to develop innovative customer experience solutions leveraging AI and data activation. - **Tietoevry Tech Services and Microsoft**: Recognition as a top-ranking partner focusing on Microsoft Business Applications, enhancing customer commitment and business excellence. - **CallTower and Phonism**: Partnership to simplify device management for businesses transitioning to cloud-based telephony, improving customer experience. - **Temenos AG and NVIDIA**: Collaboration to enhance customer experiences in banking through generative AI technologies. - **Deloitte and healthcare systems**: Deloitte emphasizes the need for healthcare systems to leverage AI for improving patient engagement and operational efficiency. - **Tech Mahindra and Marshall Group**: Collaboration to combine engineering and digital capabilities to foster innovation in aerospace and defense sectors. ### Innovations, Trends, and Initiatives - **Customer Experience Management (CXM) Platforms**: The implementation of digitally powered CXM platforms is crucial for streamlining communications and personalizing interactions to enhance customer satisfaction. - **Digital Customer Experience (DCX)**: A significant focus on optimizing digital interfaces and personalized interactions to meet evolving customer expectations in various sectors, including healthcare. - **Unified Customer Experience Management Platform (UCXM)**: A platform that consolidates information and utilizes AI for instant insights, improving patient care and outcomes. - **AI-Driven Customer Experience Solutions**: Companies like Talkdesk are pioneering AI-driven advancements in customer experience, emphasizing self-service and business intelligence. - **AI and Machine Learning**: Integration in customer experience strategies to enhance brand visibility and streamline communications. - **AI in Customer Experience Market**: Projected growth driven by demand for personalized interactions and advanced data analytics. - **AI Integration**: The integration of AI into customer experience is becoming a strategic imperative for businesses, with a focus on enhancing customer satisfaction and operational efficiency. - **Hero Digital's Awards**: Recognized for its innovative digital communications in healthcare, emphasizing the importance of seamless experiences. - **EverAI Labs**: A new initiative by Everise aimed at revolutionizing customer experience through an integrated agent desktop suite. - **Talkdesk Navigator**: An AI-driven solution enhancing self-service and live service capabilities in customer experience. - **Cloud Solutions**: Utilization of cloud-based solutions to optimize financial operations and enhance customer experiences in the finance sector. - **AI-Powered Analytics**: Platforms like Conduent's CXNow utilize AI and machine learning to provide insights into customer interactions, optimizing agent performance and anticipating customer needs. - **Omnichannel Strategy in Healthcare**: Adopting an omnichannel approach to enhance efficiency, reduce costs, and improve the quality of care. - **AI-Powered Chatbots**: Transforming customer service by providing real-time assistance and personalized responses. - **Healthcare Technology CEOs of 2024**: Recognition of leaders advancing healthcare through innovation, highlighting the importance of customer experience in healthcare technology. - **Data Lakes**: Implementation of data lakes for efficient data management, crucial for enhancing customer experiences as businesses scale. - **Telehealth Expansion**: The rise of telehealth services is prompting healthcare providers to enhance customer experience through improved billing practices and patient-friendly payment options. - **Generative AI**: A transformative technology enabling the creation of high-quality content quickly, revolutionizing customer experiences across industries. - **Generative AI Solutions**: Companies like Sonata Software are leveraging generative AI technologies to improve customer experiences and streamline operations. ### Challenges and Concerns - **Data Quality and Integration**: Organizations face challenges related to data quality and integration, which can hinder effective implementation of customer experience solutions. - **Healthcare Technology Integration**: The complexity of integrating multiple channels for a seamless customer experience remains a challenge. - **Integration Complexities**: Challenges in integrating new technologies with existing systems hinder the enhancement of customer experiences. - **AI in Customer Experience Market**: Challenges include high implementation costs, lack of skilled workers, and data privacy concerns. - **Integration Issues**: Complex implementation and integration issues pose challenges for organizations adopting AI solutions for customer experience. - **Data Privacy**: Concerns regarding data privacy and security are significant barriers to AI adoption in customer experience. - **Interoperability and Data Security**: Healthcare technology initiatives must address interoperability challenges and ensure data security to provide seamless customer experiences. - **Data Privacy and Security**: As AI technologies are integrated into customer experience solutions, concerns regarding data privacy and ethical use of AI are becoming increasingly prominent. - **Operational Costs**: Balancing the integration of generative AI with existing strategies to manage operational costs while enhancing customer experiences. - **Implementation Costs**: High costs associated with implementing AI solutions pose a challenge for healthcare organizations aiming to enhance customer experience. - **High Costs**: The high costs associated with AI adoption can deter organizations from fully leveraging these technologies to enhance customer experience. - **Workforce Shortages**: Healthcare organizations face challenges in staffing, particularly in low- and middle-income countries, impacting their ability to deliver quality customer experiences. - **Cybersecurity Threats**: Increasing sophistication of cyber threats necessitates strong cybersecurity measures to protect sensitive customer information. - **Cybersecurity**: A major concern for healthcare systems, with a significant percentage of executives prioritizing enhancements in this area to protect patient data and maintain trust. - **Changing Consumer Preferences**: Retailers like Big Lots face challenges adapting to evolving consumer demands and competition. - **Digital Literacy Issues**: Concerns regarding the digital literacy of patients, which may hinder the effective use of healthcare technologies. - **Bias in AI**: Concerns regarding transparency and bias in large language models (LLMs) used in generative AI, impacting customer trust. ## Related Topics [[Patient Experience]]; [[Customer Focus]]