The rapid digitization of the healthcare industry and evolving customer expectations have created a demand for personalized customer experiences across pre-care, care, and post-care interactions. This has prompted healthcare enterprises to adopt Customer Experience (CX) platforms to improve patient and member experiences by enhancing interactions at various touchpoints such as sales and marketing, services management, patient administration, care management, and billing and payments.

This compendium provides accurate, comprehensive, and fact-based snapshots of 16 platform providers featured on Everest Group’s Healthcare Customer Experience Platforms PEAK Matrix® Assessment 2022. The report classifies them as Leaders, Major Contenders, and Aspirants based on their market impact and vision and capabilities. The compendium will enable providers to benchmark their capabilities against their peers, while buyers will be able to assess the providers based on the desired set of capabilities.

Scope

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

• Industry: healthcare
• Geography: global

Contents

This report features 16 healthcare CX platform provider profiles and includes:

• An assessment of the providers on their capabilities and market success-related dimensions
• Detailed profiles of each provider, along with their capability overview, key offerings, recent developments, case studies, and enterprise sourcing considerations

Membership(s)

Healthcare Payer and Provider Information Technology

Sourcing and Vendor Management