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How to Build a VoC Program in Healthcare
With more and more consumers expecting their healthcare experiences to be easy and convenient in a way that mirrors online shopping or mobile banking, healthcare organizations need to consider how Voice of the Customer (VoC) programs can drive customer experience improvements.
This Forrester report shares insights into how healthcare organizations can use VoC programs to support key customer experience activities. It also examines how VoC programs look at different stages of maturity, giving organizations a method of comparison for building or assessing their own programs.
Download the report to learn more about:
- The challenges healthcare organizations face making CX a priority
- The characteristics of the three stages of VoC maturity: Foundational, Advanced, and State of the Art
- Expert recommendations for how CX professionals and healthcare organizations can expand programs at each level of maturity and socialize the value of CX