The addition of digital tools in the healthcare industry is changing the connected experiences of patients, care teams, and administrators in a way to delivers more empathy to the customer journey.

The COVID-19 pandemic has made managing high volumes of patient interactions a larger obstacle with its ever changing protocols. Tools like telemedicine have seen a huge spike in users during this time, becoming a standard, and providing connection while still being socially distanced. “According to Deloitte Insights, US consumer use of virtual visits rose from 15% in 2019 to 28% in April 2020. On average, 80% of consumers are likely to meet virtually with healthcare providers again, even post-pandemic, with most saying they’re satisfied with this type of care.”

The use of AI technology and data platforms empowers patients to take charge of their own health care. Self-service portals provide personalized healthcare resources while chatbots automate insurance claim processes. With the support of award-winning AI algorithms, healthcare practitioners can benefit from diagnostic support and access global expertise remotely. — All to deliver a superior customer experience (CX).

Genesys surveyed 2,629 consumers and 690 CX executives across Asia-Pacific, Europe, Latin America, the Middle East/Africa, and North America about the state of customer experience. Download to learn more.


  • Focus on the journey to reshape patient and provider experiences
  • Use AI, data, and cloud technology to listen and understand
  • Empower your representatives with tools that make work easier

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