# Customer Focus * **Definition:** Customer Focus in healthcare refers to the strategic approach of prioritizing the needs, preferences, and experiences of patients and healthcare consumers in the design and delivery of services, ensuring that care is tailored to enhance satisfaction, improve outcomes, and foster engagement. * **Taxonomy:** CTO Topics / Customer Focus ## News * Selected news on the topic of **Customer Focus**, for healthcare technology leaders * 12.8K news items are in the system for this topic * Posts have been filtered for tech and healthcare-related keywords | Date | Title | Source | | --- | --- | --- | | 5/20/2025 | [**Avance Clinical Honored With Frost Sullivan's 2025 Global Customer Value Leadership ...**](https://www.clinicalleader.com/doc/avance-clinical-honored-with-frost-sullivan-s-global-customer-value-leadership-award-for-transformative-biotech-cro-services-0001) | [[Clinical Leader]] | | 5/14/2025 | [**Avance Clinical Honored with Frost & Sullivan's 2025 Global Customer Value Leadership Award for Transformative Biotech CRO Services**](https://www.prnewswire.com/news-releases/avance-clinical-honored-with-frost--sullivans-2025-global-customer-value-leadership-award-for-transformative-biotech-cro-services-302453735.html) | [[PR Newswire]] | | 2/14/2025 | [**What You Need to Know About the Vendor Credentialing Market in 2025**](https://www.beckershospitalreview.com/cybersecurity/what-you-need-to-know-about-the-vendor-credentialing-market-in-2025.html) | [[Beckers Hospital Review]] | | 2/11/2025 | [**Professional Services Market to Grow by USD 2.08 Trillion from 2024-2028, Driven ... - PR Newswire**](https://www.prnewswire.com/news-releases/professional-services-market-to-grow-by-usd-2-08-trillion-from-2024-2028--driven-by-business-process-digitalization-report-with-market-evolution-powered-by-ai---technavio-302373527.html) | [[PR Newswire]] | | 11/18/2024 | [**Content Marketing Market to Grow by $654.78 Million (2024-2028), Driven by Rising Social ...**](https://www.prnewswire.com/news-releases/content-marketing-market-to-grow-by-654-78-million-2024-2028-driven-by-rising-social-media-users-with-market-evolution-powered-by-ai---technavio-302308072.html) | [[PR Newswire]] | | 11/12/2024 | [**Healthcare BPO Market to Grow by USD 17.30 Billion (2024-2028), Driven by Focus on ...**](https://www.prnewswire.com/news-releases/healthcare-bpo-market-to-grow-by-usd-17-30-billion-2024-2028-driven-by-focus-on-reducing-operational-costs-ai-powered-report-highlights-market-transformation---technavio-302302321.html) | [[PR Newswire]] | | 10/8/2024 | [**CVS to lay off 632 at Rhode Island headquarters**](https://www.beckershospitalreview.com/pharmacy/cvs-to-lay-off-632-at-rhode-island-headquarters.html) | [[Beckers Hospital Review]] | | 9/28/2024 | [**Weekly Roundup - September 28, 2024 - Healthcare IT Today**](https://www.healthcareittoday.com/2024/09/28/weekly-roundup-september-28-2024/) | [[Healthcare IT Today]] | | 9/26/2024 | [**Southern Company Gas Announces Executive Leadership Changes as Part of ... - PR Newswire**](https://www.prnewswire.com/news-releases/southern-company-gas-announces-executive-leadership-changes-as-part-of-companys-long-term-strategic-succession-planning-302259393.html) | [[PR Newswire]] | | 9/19/2024 | [**Building Tomorrow Together: What We Are Looking Forward to at CtUC 2024 - MarketScale**](https://marketscale.com/industries/healthcare/building-tomorrow-together-what-we-are-looking-forward-to-at-ctuc-2024/) | marketscale.com | | 9/13/2024 | [**Inoxoft Marks Industry Milestone, Delivers Over 200 Custom Development Projects**](https://markets.financialcontent.com/stocks/article/getnews-2024-9-13-inoxoft-marks-industry-milestone-delivers-over-200-custom-development-projects) | markets.financialcontent.com | | 8/13/2024 | [**ISG to Evaluate Providers of Digital Healthcare Services - III Stock News**](https://www.stocktitan.net/news/III/isg-to-evaluate-providers-of-digital-healthcare-lvhkj9btf6lu.html) | stocktitan.net | | 8/13/2024 | [**ISG to Evaluate Providers of Digital Healthcare Services - Crypto Reporter**](https://www.crypto-reporter.com/newsfeed/isg-to-evaluate-providers-of-digital-healthcare-services-73529/) | crypto-reporter.com | | 7/31/2024 | [**HealthEdge Appoints Robert Duffy as Chief Technology Officer - citybiz**](https://www.citybiz.co/article/583694/healthedge-appoints-robert-duffy-as-chief-technology-officer/) | citybiz.co | | 7/30/2024 | [**Top 10 Gen AI platforms - FinTech Magazine**](https://fintechmagazine.com/top10/top-10-gen-ai-platforms) | fintechmagazine.com | | 7/29/2024 | [**Meticulous Market Research Pvt. Ltd.: Digital Transformation Market to Be Worth $5275.7 Billion by 2031 - Exclusive Report by Meticulous Research®**](https://www.finanznachrichten.de/nachrichten-2024-07/62848075-meticulous-market-research-pvt-ltd-digital-transformation-market-to-be-worth-dollar-5275-7-billion-by-2031-exclusive-report-by-meticulous-research-008.htm) | finanznachrichten.de | | 7/22/2024 | [**TruDoc Joins Forces with e& enterprise to Revolutionize Healthcare Communications in UAE**](https://e2india.com/news/lifestyle/trudoc-joins-forces-with-e-enterprise-to-revolutionize-healthcare-communications-in-uae/) | e2india.com | | 7/22/2024 | [**TruDoc Joins Forces with e& enterprise to Revolutionize Healthcare Communications in UAE**](https://www.lokmattimes.com/business/trudoc-joins-forces-with-e-enterprise-to-revolutionize-healthcare-communications-in-uae/) | lokmattimes.com | | 7/18/2024 | [**Persistent Systems: An Interview With SVP And GM Ganesh Nathella About This Digital ...**](https://pulse2.com/persistent-systems-ganesh-nathella-interview/) | pulse2.com | | 7/11/2024 | [**Cantata Health Solutions Expands Board of Directors with Industry and Growth Leaders**](https://www.prweb.com/releases/cantata-health-solutions-expands-board-of-directors-with-industry-and-growth-leaders-302194439.html) | [[PRWeb]] | | 7/10/2024 | [**Embracing digital transformation: Star Health Insurance's journey**](https://cio.economictimes.indiatimes.com/news/artificial-intelligence/embracing-digital-transformation-star-health-insurances-journey/111652787) | cio.economictimes.indiatimes.com | | 7/4/2024 | [**Advanced Analytics Market Share, Size, Growth Forecast till 2030 - WhaTech**](https://www.whatech.com/og/markets-research/it/852251-advanced-analytics-market-share-size-growth-forecast-till-2030) | whatech.com | | 6/28/2024 | [**Artificial Intelligence Product Lead Job Details - Novo Nordisk - Built In**](https://builtin.com/job/artificial-intelligence-product-lead-job-details-novo-nordisk/2870200) | builtin.com | | 6/27/2024 | [**Waystar Secures Top Spot for End-to-End Revenue Cycle Management Solutions ... - Yahoo Finance**](https://finance.yahoo.com/news/waystar-secures-top-spot-end-210000637.html) | [[Yahoo Finance]] | | 6/27/2024 | [**What are the Reasons for Healthcare Payers to Switch to the Cloud?**](https://www.healthcarebusinessreview.com/news/what-are-the-reasons-for-healthcare-payers-to-switch-to-the-cloud-nwid-2211.html) | healthcarebusinessreview.com | ## Topic Overview (Some LLM-derived content — please confirm with above primary sources) ### Key Players - **Conduent**: Recognized for its capabilities in healthcare payer operational transformation, focusing on client success. - **Freshworks Inc.**: A technology company overseeing global engineering and architecture teams to enhance customer experience. - **CenTrak**: A company specializing in real-time location services and customer experience in healthcare. - **CitiusTech**: A healthcare technology services provider recognized for its contributions to improving healthcare delivery and patient experiences. - **Philips**: A global leader in health technology, focusing on operational excellence and customer satisfaction. - **Brand Engagement Network (BEN)**: A company focused on developing AI assistants to enhance healthcare processes and patient engagement. - **HealthEdge**: A healthcare technology company focused on enhancing interoperability and customer experience. - **Genpact**: Utilizes AI to enhance customer engagement and optimize processes in various sectors, including healthcare. - **OPEN MINDS**: An organization that provides insights and strategies for healthcare leaders, particularly in behavioral health. - **TruDoc Healthcare**: Partnering with e& enterprise to enhance healthcare communications through the engageX solution. - **Members Only Health**: Collaborating with BEN to create AI assistants for managing administrative tasks and patient engagement. - **Ocean Life Insurance**: Integrates technology and wellness in healthcare services, focusing on customer engagement through innovative apps. - **Talkdesk**: Provides AI-powered contact center solutions, enhancing patient interactions in healthcare. - **INTERVENT International**: Partnering with BEN to integrate AI assistants into health coaching programs for improved patient outcomes. - **Coforge**: Enhances AI capabilities through partnerships, focusing on delivering impactful digital services in healthcare. - **Qualifacts**: A healthcare technology company focused on behavioral health solutions, known for its data innovation strategies. - **Thoughtful AI**: Introduced AI Agents for healthcare revenue cycle management, improving productivity and patient outcomes. - **Waystar**: Leading vendor for Revenue Cycle Management Software Technology, recognized for high customer satisfaction. - **IMO Health**: A company that transforms clinical data into actionable insights, enhancing operational efficiency in healthcare. ### Partnerships and Collaborations - **TruDoc Healthcare and e& enterprise**: Enhancing healthcare communications through the engageX solution, improving patient engagement across multiple channels. - **Qualifacts and OPEN MINDS**: Hosting a free executive webinar to equip behavioral healthcare leaders with data innovation strategies. - **Talkdesk and Epic**: Integrated Talkdesk Copilot into Epic Cheers to enhance patient interactions and improve value-based care. - **BEN and Members Only Health**: Creating an AI assistant to manage administrative tasks and enhance patient engagement. - **Ambience Healthcare and leading health systems**: Collaborating to shape AI platform vision and enhance patient care. - **BEN and INTERVENT International**: Integrating AI assistants into health coaching programs to provide scalable support and improve patient outcomes. - **Weave and eClinicalWorks**: Integration aimed at streamlining tasks and improving patient interactions for healthcare providers. - **Star Health Insurance and Oracle**: Adopted Oracle Cloud services to automate processes and enhance operational efficiency. - **Deloitte and AWS**: Launched an Innovation Lab to develop industry-specific solutions across various sectors, including healthcare. - **Globe Telecom and Red Hat**: Partnered to modernize IT infrastructure, improving customer experience through open-source technologies. - **Coforge and Microsoft**: Strategic partnership to enhance AI capabilities and deliver digital services across various industries. - **Trialbee and Belong.Life**: Partnered to enhance clinical trial recruitment by connecting qualified patients with research opportunities. - **Samplemed Group and dacadoo**: Strategic partnership to enhance health data analytics through integration of dacadoo's Risk Engine. ### Innovations, Trends, and Initiatives - **Customer Experience Focus**: Healthcare organizations are prioritizing customer experience through technology-driven solutions and personalized services. - **CitiusTech's focus on value-based care**: Leveraging technological advancements to transform patient experiences and optimize healthcare processes. - **Hyper-consumerism in healthcare**: Driving the need for improved consumer experiences and retail models in clinical care. - **AI in healthcare customer experience**: Transforming interactions by balancing human and automated services to enhance patient engagement. - **Personalized Healthcare**: Emerging technologies are empowering patients to take responsibility for their health, particularly in preventative medicine and chronic disease management. - **Digital Workforce-as-a-Service**: Platforms automating mundane tasks, allowing human workers to focus on strategic activities. - **Phygital Healthcare**: Combines physical and digital experiences to enhance patient engagement and healthcare delivery. - **Health Benefits Navigation Platforms**: Innovative solutions enhancing consumer access to insurance and healthcare services, incorporating AI and data analytics. - **Sentara Health's One Sentara initiative**: Aiming to unify healthcare and health plan services for a better customer experience through technology. - **HIPAA-compliant Solutions**: commercetools has launched a solution to help healthcare companies create secure commerce experiences while ensuring compliance with data regulations. - **Low Code App Modernization**: Utilizing low code platforms to enhance business agility and operational efficiency in healthcare technology. - **Cloud Computing Adoption**: Healthcare payers migrating to cloud solutions for improved scalability, cost savings, and data security. - **AI Integration**: Star Health plans to integrate AI to improve operational efficiency and customer satisfaction. - **AI Assistants in Healthcare**: AI assistants are being developed to enhance patient engagement and streamline healthcare processes, providing 24/7 support. - **AI in Healthcare**: Increasing adoption of AI technologies for improved diagnostics, personalized treatment plans, and enhanced patient care. - **Generative AI in Healthcare**: Utilized for personalized treatment plans and improved patient outcomes, showcasing its transformative potential. - **AI and Automation in Healthcare BPO**: Technological advancements enhancing efficiency and scope of healthcare BPO services. ### Challenges and Concerns - **Consumer Demand for Transparency**: Rising expectations for clear information and efficient management of health benefits. - **Need for ethical AI usage**: Particularly in protecting patient data while enhancing customer experience. - **AI Concerns**: 64% of customers prefer companies not to incorporate AI due to concerns over incorrect information and data security. - **Trust in Digital Health**: Building trust is essential for digital health companies amid regulatory challenges and a conservative customer base. - **Regulatory Compliance**: Ongoing challenges in ensuring adherence to regulations while innovating in healthcare technology. - **Data Security**: Concerns regarding the protection of sensitive healthcare data amidst increasing digital transformation. - **Data Privacy**: Concerns regarding data security and privacy in the context of AI and digital transformation. - **Data privacy concerns**: A significant barrier to the adoption of advanced analytics solutions in healthcare. - **Integration complexities**: Challenges faced by healthcare organizations in adopting new technologies and ensuring compliance. - **Legacy Systems**: Challenges posed by reliance on outdated systems that hinder the adoption of new technologies. - **Ethical AI**: The need for human involvement in AI decision-making to ensure ethical practices and inclusivity. - **Interoperability**: The integration of various digital health solutions must address interoperability challenges to enhance patient care. - **Therapist Shortage**: Organizations like WellPower face challenges due to a shortage of therapists and complex documentation requirements. ## Related Topics [[Customer Experience]]