CX Isn’t the New Black in Healthcare — It’s So Much More

They say customer experience (CX) is the new black, but that’s a huge understatement when it comes to healthcare.

In tech, we talk about disruptors — companies pushing their industries into new paradigms. We mean companies like Airbnb in hospitality, Duolingo in education, and Robinhood in fintech.

What do they all have in common? Each injected colorful new blood into stuffy, antiquated industries by creating experiences customers love.

Healthcare is next in line for the CX revolution—or better yet, the PX revolution. Patient experience is becoming the nexus of all major healthcare innovation.

Research by The Harris Poll found that:

• Half of consumers avoid seeking care because it’s too hard to access.

• 62% say the healthcare system feels like it’s designed to be confusing.

• Over two-thirds want providers to communicate using modern, digital platforms.

What’s the translation here? It means we need to quit making patients play monkey-in-the-middle with quality care. The future of healthcare is rooted in good CX, and this is going to change everything.

So besides Winter, what else is coming?

• Digital tools like Cedar that (finally!) give consumers accurate cost estimates and transparent billing.

• Virtual waiting rooms like Qless that take the pain out of waiting to see a provider.

• Simulated 3D imaging that lets patients see end results at the very beginning of a procedure.

• Software like Zonka Feedback or QuickTapSurvey to better collect and leverage customer feedback.

These innovations will drive better patient experiences, and they’ll dramatically improve healthcare access by reducing inefficiencies. At their core, each of these innovations is driven by CX. And we’re just scratching the surface.

Establishments that iterate on patient-first mentalities will disrupt the industry. As more follow suit, we’ll undoubtedly see a revolution in the way patients experience healthcare.

So if you’re a healthcare establishment, it’s time to take off that tuxedo or LBD.

Because CX isn’t just the new black. It’s the whole damn spectrum.

Want to chat more about practice innovation? Send us a message!

Cheers,
The Revance X Team