Healthcare Lacks a Proper Data-Driven Customer and Employee Experience Strategy, Says HIMSS-Forrester Benchmark Study

Featuring insights from more than 170 U.S. health systems respondents, the study finds that strategies used to improve customer and employee experience in other industries are largely underutilized in healthcare

HIMSS and Forrester announced the results from a study that investigates adoption of consumer and employee experience capabilities within healthcare. Respondents were asked about their current strategies for improving both patient and provider experiences, and the perceived value of those programs. Based on insights from more than 170 U.S. health systems respondents, the study found that strategies used to improve customer and employee experience in other industries are largely underutilized in...