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Curing the Patient Experience: Intelligently Orchestrating Clinical Pathways for Better Health Outcomes

New research shows CX-specific solutions benefithe patient, frontline staff, and healthcare organizations as a whole.

What are healthcare CX leaders saying?

Improving patient experience (PX) requires delivering consistent, proactive messages and experiences across any communication channel – digital or physical.

New research indicates that 73% of healthcare CX leaders find it challenging to keep PX consistent across channels and platforms.

CSG commissioned Forrester Consulting to survey 484 global CX leaders about their CX experiences and challenges. Here’s what we learned from 122 healthcare PX leaders:


have experienced harmful consequences due to poor patient experience


want to deliver more consistent patient experiences

Less than 40%

of leaders using systems like CRMs, live chat, and mobile apps are seeing results


have increased focus on patient journeys

Learn from Your Peers Across Healthcare

This report reveals:

  • Top challenges healthcare CX leaders are facing in delivering successful patient care experiences
  • Customer engagement solutions and resources patient experience teams rely on to overcome those challenges and meet patients’ high expectations
  • Patient experience and care management best practices that can be implemented quickly to improve patient satisfaction and loyalty

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