Rapid digitization of healthcare and evolving customer expectations are driving the need for personalized customer experiences across pre-care, care, and post-care interactions. To serve this need, healthcare enterprises are leveraging Customer Experience (CX) platforms to enhance patient and member experiences across multiple interaction touchpoints such as sales and marketing, services management, patient administration, care management, and billing and payments.

In this report, we assess 16 healthcare CX platform providers featured on the Healthcare Customer Experience Platforms PEAK Matrix^®. The study will enable buyers to choose the best-fit provider based on their sourcing considerations, while providers will be able to benchmark their performance against each other.

Scope

• Industry: healthcare
• Geography: global
• The assessment is based on Everest Group’s annual RFI process for the calendar year 2022, interactions with leading healthcare CX platform providers, client reference checks, and an ongoing analysis of the healthcare customer experience platforms market

Contents

In this report, we assess:

• Assess the market trends for healthcare CX platforms 
• Examine enterprise sourcing considerations, along with the strengths and limitations of each provider 

Membership(s)

Healthcare Payer and Provider Information Technology

Sourcing and Vendor Management