2025垂直市场研究：医疗保健与患者体验中的技术与人性

Technology vs. Humanity inHealthcare & Patient Experiences Introduction Table of Contents There is no doubt that artificial intelligence (AI) technology will remain acenterpiece of customer experience strategy in the years ahead. CCW Digitalresearch confirms that 90% of organizations are maintaining or increasing Introduction Setting Objectives: Is There Room for Compromise in Fleshing out Friction: What Makes Patient andProvider Experiences so Difficult? There is, however, doubt about whether its impact will be sufficiently positive.Presently, only 15% of customers trust AI-powered self-service and only 29%believe AI is adding any real value to their brand experiences. Most, meanwhile, Exploring the Digital Opportunity: Is it a Pathway toMore Humanity or New Friction? Augmenting with AI: Is Hope of Transformation Realistic? Companies are equally unimpressed, with the majority citing issues related to The Information Game: Will Technology Make Patients Feel A concern for all industries, these AI challenges are uniquely consequentialfor healthcare. When dealing withpatientsrather thancustomers, convolutedsystems or inaccurate communication do not simply represent mild nuisances – Tempering Expectations: What Factors are Practicality Guide And whereas “humanity” may feel like a nice-to-have in highly transactionalindustries, it is the cornerstone of a successful provider-patient relationship. Transforming Patient Experience in Pharmaceutical But as the stakes magnify the risks of AI and digital engagement, they alsounderscore the urgency of transformation. Fragmented systems, frustratingjourneys, unclear communication, and impersonal clinical experiencesexist Unlimited Potential: What is Really Holding Back Improving the Human in Healthcare Appendix If new innovations, technologies, and strategies can finally bring an end to thisfriction, they can mark the start of a new, more patient-centric era of healthcare. Meet the Team To help you navigate the rapidly evolving healthcare landscape, CCWDigital is pleased to share this Market Study. Fueled by research into thetop objectives, challenges, risks, and opportunities facing healthcareorganizations, it represents your window into what patients want, what 2025 Editorial Calendar 32 They know that success is about refusing compromises.It is about pairingconveniencewithcompassion. For example, 100% of organizations identify “ease ofprocesses” as an important objective for their patient But support for human centricity is nearly aswidespread; 76% call it very important, and 22% label it Defined as very important by 74% and somewhatimportant by 24%, quality of care and accuracy of This is not to say that healthcare organizations willnot, or should not, prioritize certain qualities in certainsituations. It is acceptable, for example, to deploy a new If, however, the new platform comes at theexpenseof humanity – whether in the form of less (or at leastless capable) waiting room staff or a reduction inpre-appointment phone support – it would violate theno-compromises principle. In turn, it may end up doing Setting Objectives: Is ThereRoom for Compromise in the As far as healthcare organizations are concerned, there are noshortcuts to a great patient experience. They know they have toexcel at all areas; otherwise, they could impact the efficiency, patient Most also acknowledge that they have not yet eliminated The overwhelming majority of organizations identifysources of friction that affect both patients and providers,resulting in journeys that are more frustrating and less From a patient perspective, organizations know they arecreating experiences that exacerbate rather than alleviatethe stress of medical interactions. Nearly 72% concedethat they subject patients to long wait times, 71% say that Not simply signs of inefficiency, these “pain points”also speak to inhumanity. Long wait times symbolicallydemonstrate a lack of respect for what the patient isgoing through, thereby negating the illusion of empathy.Restricting the ability to reach a live person amplifies Fleshing out Friction: What MakesPatient and Provider Experiences Beyond downplaying the urgency of the patient’ssituation, repetitive questioning presents as a lack ofrecognition. That lack of recognition subsequently raises Many of these pain points, of course, are a directconsequence of the effort imposed upon staff andproviders. A staggering 78% say employees have toroutinely fill out information in multiple systems andplatforms, while 71% require them to use too many Healthcare organizations universally acknowledge the importance ofdelivering effortless, convenient experiences. They understand that frictionat any point of the patient or provider journey can have catastrophic This friction directly increases wait times (employeescannot perform their jobs efficiently, thereby cloggingqueues) and repetitive questions (employees cannoteasily access 360-degree views of