客户体验创新者：为医疗保健客户体验创造价值

Better care,better experience:A CX Innovatorsspecial edition.Stories from the 2024 CX Innovators Awards winners. Special edition introduction. by the need to deliver more personalized, efficient,and proactive care. As organizations move towardsvalue-based care, the role of customer experience hasnever been more critical to both retaining and acquiringpatients and driving efficient growth and value. to decrease patient wait times, increase service levels, andimprove healthcare outcomes in their communities.They impacted far more than just cost-per-interactionmetrics; they transformed processes and saw tangiblevalue for their organizations and the people they care for. integration to revolutionize patient care and elevate thecustomer experience, while lowering costs and openingup new opportunities for growth. an impact for patients connecting with their careproviders. With innovations like enhanced patient supportthrough hyper-personalization, intelligent automationand integrations, and proactive patient care, the storiesoutlined here showcase innovation as an undeniable forcefor positive patient and business outcomes.We see these stories, taken together, as showing a realThese stories prove that healthcare contact centerscan evolve from reactive service hubs to proactivecare centers—driving better outcomes and improvingpatient satisfaction. celebration of the brands that are leading innovationin customer experience with the help of technology.For our special edition,Better care, Better experience,we have gathered the stories of healthcare providersmaking an impact within an increasingly challengingoperations landscape.These stories offer key insights into how healthcare shift in how healthcare CX can become a driver of valueinstead of a cost center for healthcare organizations.The providers highlighted in this collection faced common Table of contents. Chartis/Children’s Hospital of Orange CountyPARTNERED CX INNOVATION AWARD WINNEREvara Health04 CX EFFICIENCY LEADER AWARD WINNERMedela05 CX TRANSFORMATION AWARD WINNERMemorial Healthcare System07 AI-POWERED CX TRANSFORMATION HONORABLE MENTIONMaxorPlus Pharmacy08 CX REVENUE GROWTH LEADER HONORABLE MENTIONOur esteemed judges09 CHOC and Chartis’ CX Vision.Chartis and CHOC envision a patient experience that begins with into call dispositions and operational data previously unavailable,enabling data-driven decisions that continuously enhance the patientexperience. This modernized system has transformed how CHOCconnects with families, delivering more responsive care coordinationwhile supporting their mission of healthcare excellence. seamless access to care, setting the foundation for exceptionalhealthcare. Their vision emphasizes creating personalized interactionsfrom the first point of contact, recognizing that an enhanced patientaccess experience directly contributes to better health outcomes.This strategic approach reflects their understanding that modernhealthcare requires digital-first capabilities while maintaining thepersonal touch essential in pediatric care.A better way to help every family find care. •Increased interactions per agent while Following a comprehensive patient access assessment that revealed maintaining staffing levels.•Reduced average hold times and handling timesacross all interactions.•Decreased cost per contact while improvingoperational efficiency. significant modernization opportunities, CHOC partnered with Chartisto implement Talkdesk Healthcare Experience Cloud™. This cloud-based platform enabled the transition from legacy systemsto a modern solution supporting remote work and distributedoperations. By integrating Talkdesk’s advanced capabilities,CHOC created a unified system that optimizes both operationalefficiency and care quality.The transformation began with core functionalities and progressively Children’s Hospital of Orange County (CHOC), in partnershipWhen smart service helpschildren heal faster. with Chartis, stands at the forefront of pediatric healthcare.With a decade-long collaboration focused on enhancingpatient care, they recognized that transforming patientaccess is crucial to delivering exceptional care experiences.The Patient Access Center serves as the primary gatewayfor families seeking care, making its modernization essentialto CHOC’s mission of healthcare excellence. with Electronic Health Records (EHR), agents gained instant accessto patient information, enabling more personalized service andfaster support. The Customer Care and Advocacy team, previouslyconstrained by hardwired phones, gained the mobility to serve patientswhile moving throughout the hospital, dramatically improving theirability to coordinate care and handle sensitive interactions.CHOC’s phased implementation ensured proper change managementand allowed each new capability to be fully embedded before“As one of our strategic pillars is excellence in careand service, we’re looking to make it easier forpatients to find what the