Customer Communication Management Best Practices Will Emerge and Expand Within the U.S. Healthcare Industry, IDC Says
The United States healthcare system is in the midst of a transformation, impacted by a “perfect storm” of regulatory, population, social, technological, and financial forces. These forces are creating opportunities to streamline patient communications and document processes, improve patient outcomes, deliver financial breakthroughs, and enhance the overall patient experience. According to a recent International Data Corporation (IDC) survey conducted in Western Europe, 60% of healthcare and financial respondents said they would invest in efforts to increase customer satisfaction and loyalty. And, those attitudes are making their way across the pond.
“Technological advancements are creating opportunities to break down silos, which have eluded the C-suite for years,” said Holly Muscolino, Research Vice President, Managed Print and Document Solutions. “These opportunities exist in both the payer and provider side of the market and have spurned many experiments to progress to a better, more competitive, and financially sustainable model.” Customers continue to evolve as we race through the first quarter of the 21st century. Dedicated Websites, customer online portals, and emails are growing in popularity and are becoming more prominent as customer communication channels.
To better understand these shifting attitudes and to identify best practices for customer communications management (CCM) within the United States healthcare industry, IDC is launching a new multiclient study, Document Strategies for Customer Communication Management: Healthcare. This study will examine pain points, systemic inefficiencies, and strategies to connect the silos and improve patient outcomes. The study will look at regulator and compliance requirements, enterprise mandates and initiatives, and best practices. Ultimately, it will explore the sensitive topic of where CCM will reside within the enterprise, either within IT, operations, or marketing. “Healthcare is one of the most complex document intensive industries from a CCM perspective and is ripe for best practices research, which can help to impact CCM and customer experience strategies,” Muscolino added.
For more information about this new IDC study, including details on how to particpate, go here to view a prospectus. You can also contact your IDC Sales representative, or IDC Sales at 508-988-7988 or firstname.lastname@example.org
Go here for more information about IDC’s Customer Experience Strategies, Plans, and Attitudes in Europe (IDC #CC52W)
International Data Corporation (IDC) is the premier global provider of market intelligence, advisory services, and events for the information technology, telecommunications, and consumer technology markets. IDC helps IT professionals, business executives, and the investment community to make fact-based decisions on technology purchases and business strategy. More than 1,000 IDC analysts provide global, regional, and local expertise on technology and industry opportunities and trends in over 110 countries. In 2014, IDC celebrates its 50th anniversary of providing strategic insights to help clients achieve their key business objectives. IDC is a subsidiary of IDG, the world’s leading technology media, research, and events company. You can learn more about IDC by visiting www.idc.com.
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