The healthcare Customer Experience Management (CXM) market has grown steadily after the pandemic due to the increasing focus of healthcare enterprises on member and patient experience and care management. The rising demand for customer engagement touchpoints for a more frictionless experience for customers has led many healthcare payers and providers to offer digital-led CX services, either by building in-house capabilities or by engaging with CXM service providers. Providers have strengthened their non-traditional and non-voice channel offerings and enhanced their digital CX toolkits in areas such as automation, analytics, conversational AI / chatbots, omnichannel delivery, and cloud-based contact centers.

However, enterprises are increasingly looking for more strategic and transformative long-term CXM services and solutions to support growing enrollment, improve experiences, and address talent shortage.

In this research, we assess 19 healthcare CXM BPS providers featured on the Healthcare Customer Experience Management (CXM) Services in North America PEAK Matrix^® Assessment 2023. Each provider profile provides a comprehensive picture of its service focus, key Intellectual Property (IP) / solutions, domain investments, and case studies.

Scope

• Industry: healthcare
• Geography: North America
• The assessment is based on Everest Group’s annual RFI process for the calendar year 2022, interactions with leading healthcare CXM service providers, client reference checks, and an ongoing analysis of the healthcare CXM services market

Contents

This report provides a detailed analysis of 19 healthcare CXM service providers and includes:

• A relative positioning of the providers on Everest Group’s PEAK Matrix^® for Healthcare Customer Experience Management (CXM) Services in North America
• A comparison of the providers’ capabilities and market shares
• Everest Group’s analysis of the providers’ strengths and limitations

Membership(s)

Customer Experience Management (CXM) Services, including Contact Center Outsourcing

Healthcare Payer and Provider Business Process

Sourcing and Vendor Management