Healthcare customer experience (CX) benchmarks are not set by healthcare companies anymore! CX is a moving target and often defined by benchmarks outside the healthcare industry at a specific point in time. In order to serve customers better, it is now imperative to understand their expectations and the various motives and desires driving such expectations.
Indegene held in-depth discussions with over 30 healthcare professionals (HCPs) followed by a detailed survey of 640 HCPs. This study elucidates the learning and knowledge that can be used as a guide by leaders who seek to drive best-in-class experience for their HCP customers.
This playbook is our endeavor to prescribe a guide to build an unforgettable and personalized experience, one that drives a consistent and unified experience across multiple channels of engagement.
Presenter: Hannah Price, Director of Customer Experience, DT Consulting (An Indegene Company)
Get an exclusive preview of the key findings and trends from the playbook on:
What constitutes a great HCP customer experience and the means to improve it
How the current pandemic has affected channel engagement preferences for HCPs
This virtual fireside chat was conducted with experts from diverse industries who shared their experience on:
How other industries approach CX and what life sciences can learn from them
The CX opportunity for life sciences and how to unlock its true potential