世界各国のリアルタイムなデータ・インテリジェンスで皆様をお手伝い

ヘルスケア産業におけるCX


CX in the Healthcare Industry

ブランドロイヤリティと顧客維持が競争上の差別化要因としてますます重要になる市場において、ヘルスケアCXの向上は戦略的な優先事項となっています。消費者の選択肢が急増する市場において、患者体験を向上させ... もっと見る

 

 

出版社 出版年月 電子版価格 ページ数 図表数 言語
Dash Network LLC
ダッシュネットワーク
2022年9月20日 US$1,900
1-5ユーザーライセンス
ライセンス・価格情報・注文方法はこちら
41 72 英語

 

サマリー

ブランドロイヤリティと顧客維持が競争上の差別化要因としてますます重要になる市場において、ヘルスケアCXの向上は戦略的な優先事項となっています。消費者の選択肢が急増する市場において、患者体験を向上させる戦略は、ブランドロイヤリティの構築、顧客の維持、収益性の向上の鍵を握っています。テクノロジーとデータは、カスタマーセントリシティを効果的に導入し、消費者中心の患者体験(PX)モデルをサービスモデルの中で運用するための、業界の能力の中心です。ヘルスケアプロバイダーは、既存のテクノロジープラットフォームを活用し、新たに構築されたエクスペリエンス管理テクノロジープラットフォームや高度なデータ分析機能と統合して、サービスワークフローを自動化し、従来のカスタマーサービス機能においてパーソナライズされたエンゲージメント、コラボレーション、組織の効率化を実現しています。

ヘルスケアプロバイダーの経営課題は、進化する消費者心理とビジネス戦略を一致させることです。患者が洗練された消費者になるにつれ、サービスの提供方法について、量よりも価値が主要な組織的枠組みや資金調達の必須条件となりつつあり、新しい市場参入者がプライマリケア提供の現状を脅かし、急性期ケアのサービス提供が従来のケア拠点からコミュニティや在宅環境へとますます移行しつつあります。ベンダーは、革新的なデータ駆動型ケアサービスモデルを通じて、業界が顧客である患者により良いサービスを提供できるようにすることがチャンスです。

この調査レポートは、患者の全体的な医療体験や特定のプロバイダスタッフやサービス施設での体験をモニターするためのCX/CEソフトウェアとサービスの世界市場を予測しているDash Researchの調査報告書です。ダッシュリサーチでは、ソフトウェアとサービスの現在と将来の市場可能性を算出し、2019年を基準年として、次のように予測しています。収益を2026年まで成長させる。主要な製品またはサービスは、プラットフォーム、アプリケーション、サービスに分けられる。ベンダーが提供するアプリケーションは、アプリケーションの焦点が従業員体験、顧客体験、または顧客対応やバックオフィスの視点からの関係管理にあるかどうかに基づいて、さらに機能カテゴリに分類されます。最後に、市場セグメンテーションでは、5つの業界セグメントについて、地域ごとのインサイトを提供します。世界の地域があります。

重要な質問に対応しました:

  • 患者体験(PX)/患者エンゲージメント(PE)市場の現状と、今後5年間の発展について教えてください。
  • 患者体験の運用化において、市場成長の主要なドライバーと、業界プレイヤーが直面する主要な課題は何か?
  • 各種PX/PEソフトウェアおよびサービスの主な市場用途は?
  • PX/PE市場の主要プレイヤーは誰か、またその競争上の位置づけは?
  • ソフトウェアとサービスの両方におけるPX/PEの市場機会規模、および地域別の市場成長動向はどのようなものか?

このレポートが必要なのは誰か?

  • 医療従事者
  • ヘルスケアペイヤー
  • 患者参加型テクノロジー企業
  • 患者体験管理会社
  • 政府機関
  • 投資家コミュニティ


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目次

Table of Contents

  1. Executive Summary
    1. Introduction
    2. Market Definition
  2. Market Overview
    1. Market Drivers
    2. Market Barriers
    3. Vendor Opportunity
  3. Technology and Market Landscape
    1. Technology Solutions Framework
      1. Patient Engagement Technology Solutions Framework
      2. Patient Experience Technology Solutions Framework
    2. Market Adoption and Implementation Status
  4. Case Studies
    1. Enterprise Level Perspectives
      1. University of Utah Health: A Qualitative Data Analysis Approach to Amplifying the Patient Voice
      2. Baylor Scott & White Health: A Multidisciplinary Approach to Developing a Patient Experience Improvement Strategy
      3. Cleveland Clinic: Rebuilding and Strengthening Patient Trust as a Business Priority
    2. Product – Market Fit Perspectives
      1. Salesforce/ UnitedHealthCare: Transforming Member Experience to Proactive, Predictive, Personalized
      2. AWS/ Children’s Health Orange County & Medstar Health: Creating Powerful Experiences Across Care Continuum
      3. Medallia/Atrium Health: Modernizing the Measurement and Management of Customer Experience in Healthcare
      4. Press Ganey/ Northwell Health: Improving Patient Access and Acquisition with Consumer First Digital Strategy
      5. Gozio Health/WakeMed Health: Improving Patient Experience Using Location Aware Technology
      6. CipherHealth/Community Health Network: Automated Appointment Reminders Generates Additional Revenue
  5. Market Forecasts
    1. Introduction
    2. Market Forecast Methodology
    3. Market Forecast Analysis
  6. Conclusion
  7. Acronym and Abbreviation List
  8. Table of Contents
  9. Table of Figures
  10. Appendix
    1. Scope of Study
    2. Sources and Methodology
    3. Forecast Methodology
    4. Copyright Notice

 

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図表リスト

Charts

  • Healthcare CX/CE Software and Services Revenue by Region, World Markets: 2019-2026
  • Healthcare CX/CE Software and Services Revenue by Segment and Region, World Markets: 2019-2026
  • Healthcare CX/CE Software and Services Revenue by Function, World Markets: 2019-2026
  • Healthcare CX/CE Software and Services Revenue by Product Offering, World Markets: 2019-2026
  • Healthcare CX/CE Software and Services Revenue, Customer Facing versus Back Office, World Markets: 2019-2026
  • Healthcare CX/CE Software Platform Revenue by Region, World Markets: 2019-2026
  • Healthcare CX/CE Software Platform Revenue by Segment and Region, World Markets: 2019-2026
  • Healthcare CX/CE Software Platform Revenue by Function, World Markets: 2019-2026
  • Healthcare CX/CE Software Platform Revenue, Customer Facing versus Back Office, World Markets: 2019-2026
  • Healthcare CX/CE Software Applications Revenue by Segment and Region, World Markets: 2019-2026
  • Healthcare CX/CE Software Applications Revenue by Segment and Region, World Markets: 2019-2026
  • Healthcare CX/CE Software Applications Revenue by Function, World Markets: 2019-2026
  • Healthcare CX/CE Software Applications Revenue, Customer Facing versus Back Office, World Markets: 2019-2026
  • Healthcare CX/CE Services Revenue by Region, World Markets: 2019-2026
  • Healthcare CX/CE Services Revenue by Segment and Region, World Markets: 2019-2026
  • Healthcare CX/CE Services Revenue by Function, World Markets: 2019-2026
  • Healthcare CX/CE Services Revenue, Customer Facing versus Back Office, World Markets: 2019-2026
  • Healthcare CX Software Platform Revenue by Region, World Markets: 2019-2026
  • Healthcare CX Software Platform Revenue by Function, World Markets: 2019-2026
  • Healthcare CX Software Platform Revenue, Customer Facing versus Back Office, World Markets: 2019-2026
  • Healthcare CX Software Applications Revenue by Region, World Markets: 2019-2026
  • Healthcare CX Software Applications Revenue by Function, World Markets: 2019-2026
  • Healthcare CX Software Applications Revenue, Customer Facing versus Back Office, World Markets: 2019-2026
  • Healthcare CX Services Revenue by Region, World Markets: 2019-2026
  • Healthcare CX Services Revenue by Function, World Markets: 2019-2026
  • Healthcare CX Services Revenue, Customer Facing versus Back Office, World Markets: 2019-2026
  • Healthcare CE Software Platform Revenue by Region, World Markets: 2019-2026
  • Healthcare CE Software Platform Revenue by Function, World Markets: 2019-2026
  • Healthcare CE Software Platform Revenue, Customer Facing versus Back Office, World Markets: 2019-2026
  • Healthcare CE Software Applications Revenue by Region, World Markets: 2019-2026
  • Healthcare CE Software Applications Revenue by Function, World Markets: 2019-2026
  • Healthcare CE Software Applications Revenue, Customer Facing versus Back Office, World Markets: 2019-2026
  • Healthcare CE Services Revenue by Region, World Markets: 2019-2026
  • Healthcare CE Services Revenue by Function, World Markets: 2019-2026
  • Healthcare CE Services Revenue, Customer Facing versus Back Office, World Markets: 2019-2026

Tables

  • Healthcare CX/CE Software and Services Revenue by Region, World Markets: 2019-2026
  • Healthcare CX/CE Software and Services Revenue by Function, World Markets: 2019-2026
  • Healthcare CX/CE Software and Services Revenue by Product Offering, World Markets: 2019-2026
  • Healthcare CX/CE Software and Services Revenue, Customer Facing versus Back Office, World Markets: 2019-2026
  • Healthcare CX/CE Services Revenue by Region, World Markets: 2019-2026
  • Healthcare CX/CE Services Revenue by Function, World Markets: 2019-2026
  • Healthcare CX/CE Application Revenue by Region, World Markets: 2019-2026
  • Healthcare CX/CE Application Revenue by Function, World Markets: 2019-2026
  • Healthcare CX/CE Platform Revenue by Region, World Markets: 2019-2026
  • Healthcare CX Software and Services Revenue by Region, World Markets: 2019-2026
  • Healthcare CX Software and Services Revenue by Region, World Markets: 2019-2026
  • Healthcare CX Software and Services Revenue by Function, World Markets: 2019-2026
  • Healthcare CX Software and Services Revenue by Product Offering, World Markets: 2019-2026
  • Healthcare CX Software and Services Revenue, Customer Facing versus Back Office, World Markets: 2019-2026
  • Healthcare CX Services Revenue by Region, World Markets: 2019-2026
  • Healthcare CX Services Revenue by Function, World Markets: 2019-2026
  • Healthcare CX Application Revenue by Region, World Markets: 2019-2026
  • Healthcare CX Application Revenue by Function, World Markets: 2019-2026
  • Healthcare CX Platform Revenue by Region, World Markets: 2019-2026
  • Healthcare CX Platform Revenue by Function, World Markets: 2019-2026
  • Healthcare CE Software and Services Revenue by Region, World Markets: 2019-2026
  • Healthcare CE Software and Services Revenue by Function, World Markets: 2019-2026
  • Healthcare CE Software and Services Revenue by Product Offering, World Markets: 2019-2026
  • Healthcare CE Software and Services Revenue, Customer Facing versus Back Office, World Markets: 2019-2026
  • Healthcare CE Services Revenue by Region, World Markets: 2019-2026
  • Healthcare CE Services Revenue by Function, World Markets: 2019-2026
  • Healthcare CE Application Revenue by Region, World Markets: 2019-2026
  • Healthcare CE Application Revenue by Function, World Markets: 2019-2026
  • Healthcare CE Platform Revenue by Region, World Markets: 2019-2026
  • Healthcare CE Platform Revenue by Function, World Markets: 2019-2026
  • Healthcare CX/CE Software and Services Revenue by Offering, Product, and Function, North America: 2019-2026
  • Healthcare CX/CE Software and Services Revenue by Offering, Product, and Function, Europe: 2019-2026
  • Healthcare CX/CE Software and Services Revenue by Offering, Product, and Function, Asia Pacific: 2019-2026
  • Healthcare CX/CE Software and Services Revenue by Offering, Product, and Function, Latin America: 2019-2026
  • Healthcare CX/CE Software and Services Revenue by Offering, Product, and Function, Middle East & Africa: 2019-2026

Figures

  • Patient Experience Framework
  • Patient Experience Scorecard

 

 

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Summary

In a market where brand loyalty and customer retention are increasingly important competitive differentiators, improving healthcare CX is a strategic priority. In a market proliferating with consumer choice, strategies to improve patient experience are key to building brand loyalty, retaining customers, and driving profitability. Technology and data are central to the industry’s capacity to effectively adopt customer centricity at scale and operationalize a consumer-centric patient experience (PX) model within service models. Healthcare providers are leveraging existing technology platforms, and integrating with newer purpose-built experience management technology platforms and advanced data analytics capabilities to automate service workflows to provide personalized engagement, increased collaboration, and greater organizational efficiency across traditional customer service functions.

The business challenge for healthcare providers is to align business strategy with evolving consumer sentiments. As patients become sophisticated consumers, value rather than volume is becoming the principle organizing framework and financing imperative for how services are delivered, new market players are threatening the status quo in primary care delivery, and acute care service delivery is increasingly transitioning beyond traditional care sites to community and home-based settings. The vendor opportunity is to enable the industry to better serve its customer patients through innovative data-driven service models of care.

This Dash Research report forecasts the global market for CX/CE software and services to monitor a patient’s overall healthcare experience or their experiences with specific provider staff and service facilities. Dash Research calculated the current and future market potential for software and services, taking 2019 as the base year, and forecasting revenue growth through 2026. The primary product or service is broken into platforms, applications, and services. Vendor offerings are classified further into functional categories on the basis of whether the application focus is on employee experiences, customer experiences, or relationship management from a customer-facing or back-office perspective. Finally, market segmentation provides localized insights into the same industry segments across five world regions.

Key Questions Addressed:

  • What is the current state of the patient experience (PX)/patient engagement (PE) market and how will it continue to develop over the next 5 years?
  • What are the key drivers of market growth, and the key challenges faced by industry players in operationalizing patient experience?
  • What are the key market applications for various PX/PE software and services?
  • Who are the key players in the PX/PE market, and what is their competitive positioning?
  • What is the size of the PX/PE market opportunity, both for software and services, and what are some of the regional market growth trends?

Who Needs This Report?

  • Healthcare providers
  • Healthcare payers
  • Patient engagement technology companies
  • Patient experience management companies
  • Government agencies
  • Investor community


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Table of Contents

Table of Contents

  1. Executive Summary
    1. Introduction
    2. Market Definition
  2. Market Overview
    1. Market Drivers
    2. Market Barriers
    3. Vendor Opportunity
  3. Technology and Market Landscape
    1. Technology Solutions Framework
      1. Patient Engagement Technology Solutions Framework
      2. Patient Experience Technology Solutions Framework
    2. Market Adoption and Implementation Status
  4. Case Studies
    1. Enterprise Level Perspectives
      1. University of Utah Health: A Qualitative Data Analysis Approach to Amplifying the Patient Voice
      2. Baylor Scott & White Health: A Multidisciplinary Approach to Developing a Patient Experience Improvement Strategy
      3. Cleveland Clinic: Rebuilding and Strengthening Patient Trust as a Business Priority
    2. Product – Market Fit Perspectives
      1. Salesforce/ UnitedHealthCare: Transforming Member Experience to Proactive, Predictive, Personalized
      2. AWS/ Children’s Health Orange County & Medstar Health: Creating Powerful Experiences Across Care Continuum
      3. Medallia/Atrium Health: Modernizing the Measurement and Management of Customer Experience in Healthcare
      4. Press Ganey/ Northwell Health: Improving Patient Access and Acquisition with Consumer First Digital Strategy
      5. Gozio Health/WakeMed Health: Improving Patient Experience Using Location Aware Technology
      6. CipherHealth/Community Health Network: Automated Appointment Reminders Generates Additional Revenue
  5. Market Forecasts
    1. Introduction
    2. Market Forecast Methodology
    3. Market Forecast Analysis
  6. Conclusion
  7. Acronym and Abbreviation List
  8. Table of Contents
  9. Table of Figures
  10. Appendix
    1. Scope of Study
    2. Sources and Methodology
    3. Forecast Methodology
    4. Copyright Notice

 

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List of Tables/Graphs

Charts

  • Healthcare CX/CE Software and Services Revenue by Region, World Markets: 2019-2026
  • Healthcare CX/CE Software and Services Revenue by Segment and Region, World Markets: 2019-2026
  • Healthcare CX/CE Software and Services Revenue by Function, World Markets: 2019-2026
  • Healthcare CX/CE Software and Services Revenue by Product Offering, World Markets: 2019-2026
  • Healthcare CX/CE Software and Services Revenue, Customer Facing versus Back Office, World Markets: 2019-2026
  • Healthcare CX/CE Software Platform Revenue by Region, World Markets: 2019-2026
  • Healthcare CX/CE Software Platform Revenue by Segment and Region, World Markets: 2019-2026
  • Healthcare CX/CE Software Platform Revenue by Function, World Markets: 2019-2026
  • Healthcare CX/CE Software Platform Revenue, Customer Facing versus Back Office, World Markets: 2019-2026
  • Healthcare CX/CE Software Applications Revenue by Segment and Region, World Markets: 2019-2026
  • Healthcare CX/CE Software Applications Revenue by Segment and Region, World Markets: 2019-2026
  • Healthcare CX/CE Software Applications Revenue by Function, World Markets: 2019-2026
  • Healthcare CX/CE Software Applications Revenue, Customer Facing versus Back Office, World Markets: 2019-2026
  • Healthcare CX/CE Services Revenue by Region, World Markets: 2019-2026
  • Healthcare CX/CE Services Revenue by Segment and Region, World Markets: 2019-2026
  • Healthcare CX/CE Services Revenue by Function, World Markets: 2019-2026
  • Healthcare CX/CE Services Revenue, Customer Facing versus Back Office, World Markets: 2019-2026
  • Healthcare CX Software Platform Revenue by Region, World Markets: 2019-2026
  • Healthcare CX Software Platform Revenue by Function, World Markets: 2019-2026
  • Healthcare CX Software Platform Revenue, Customer Facing versus Back Office, World Markets: 2019-2026
  • Healthcare CX Software Applications Revenue by Region, World Markets: 2019-2026
  • Healthcare CX Software Applications Revenue by Function, World Markets: 2019-2026
  • Healthcare CX Software Applications Revenue, Customer Facing versus Back Office, World Markets: 2019-2026
  • Healthcare CX Services Revenue by Region, World Markets: 2019-2026
  • Healthcare CX Services Revenue by Function, World Markets: 2019-2026
  • Healthcare CX Services Revenue, Customer Facing versus Back Office, World Markets: 2019-2026
  • Healthcare CE Software Platform Revenue by Region, World Markets: 2019-2026
  • Healthcare CE Software Platform Revenue by Function, World Markets: 2019-2026
  • Healthcare CE Software Platform Revenue, Customer Facing versus Back Office, World Markets: 2019-2026
  • Healthcare CE Software Applications Revenue by Region, World Markets: 2019-2026
  • Healthcare CE Software Applications Revenue by Function, World Markets: 2019-2026
  • Healthcare CE Software Applications Revenue, Customer Facing versus Back Office, World Markets: 2019-2026
  • Healthcare CE Services Revenue by Region, World Markets: 2019-2026
  • Healthcare CE Services Revenue by Function, World Markets: 2019-2026
  • Healthcare CE Services Revenue, Customer Facing versus Back Office, World Markets: 2019-2026

Tables

  • Healthcare CX/CE Software and Services Revenue by Region, World Markets: 2019-2026
  • Healthcare CX/CE Software and Services Revenue by Function, World Markets: 2019-2026
  • Healthcare CX/CE Software and Services Revenue by Product Offering, World Markets: 2019-2026
  • Healthcare CX/CE Software and Services Revenue, Customer Facing versus Back Office, World Markets: 2019-2026
  • Healthcare CX/CE Services Revenue by Region, World Markets: 2019-2026
  • Healthcare CX/CE Services Revenue by Function, World Markets: 2019-2026
  • Healthcare CX/CE Application Revenue by Region, World Markets: 2019-2026
  • Healthcare CX/CE Application Revenue by Function, World Markets: 2019-2026
  • Healthcare CX/CE Platform Revenue by Region, World Markets: 2019-2026
  • Healthcare CX Software and Services Revenue by Region, World Markets: 2019-2026
  • Healthcare CX Software and Services Revenue by Region, World Markets: 2019-2026
  • Healthcare CX Software and Services Revenue by Function, World Markets: 2019-2026
  • Healthcare CX Software and Services Revenue by Product Offering, World Markets: 2019-2026
  • Healthcare CX Software and Services Revenue, Customer Facing versus Back Office, World Markets: 2019-2026
  • Healthcare CX Services Revenue by Region, World Markets: 2019-2026
  • Healthcare CX Services Revenue by Function, World Markets: 2019-2026
  • Healthcare CX Application Revenue by Region, World Markets: 2019-2026
  • Healthcare CX Application Revenue by Function, World Markets: 2019-2026
  • Healthcare CX Platform Revenue by Region, World Markets: 2019-2026
  • Healthcare CX Platform Revenue by Function, World Markets: 2019-2026
  • Healthcare CE Software and Services Revenue by Region, World Markets: 2019-2026
  • Healthcare CE Software and Services Revenue by Function, World Markets: 2019-2026
  • Healthcare CE Software and Services Revenue by Product Offering, World Markets: 2019-2026
  • Healthcare CE Software and Services Revenue, Customer Facing versus Back Office, World Markets: 2019-2026
  • Healthcare CE Services Revenue by Region, World Markets: 2019-2026
  • Healthcare CE Services Revenue by Function, World Markets: 2019-2026
  • Healthcare CE Application Revenue by Region, World Markets: 2019-2026
  • Healthcare CE Application Revenue by Function, World Markets: 2019-2026
  • Healthcare CE Platform Revenue by Region, World Markets: 2019-2026
  • Healthcare CE Platform Revenue by Function, World Markets: 2019-2026
  • Healthcare CX/CE Software and Services Revenue by Offering, Product, and Function, North America: 2019-2026
  • Healthcare CX/CE Software and Services Revenue by Offering, Product, and Function, Europe: 2019-2026
  • Healthcare CX/CE Software and Services Revenue by Offering, Product, and Function, Asia Pacific: 2019-2026
  • Healthcare CX/CE Software and Services Revenue by Offering, Product, and Function, Latin America: 2019-2026
  • Healthcare CX/CE Software and Services Revenue by Offering, Product, and Function, Middle East & Africa: 2019-2026

Figures

  • Patient Experience Framework
  • Patient Experience Scorecard

 

 

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Dash Network(ダッシュネットワーク) は、 米国に拠点を置くCX専門の調査会社です。カスタム調査やコンサルティングサービスも行... もっと見る


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