The Consumerization of Healthcare

The consumerization of healthcare

The healthcare industry has a once-in-a-generation opportunity to reimagine CX. Waves of technological advancement and new models for patient engagement have converged, right as a global pandemic has elevated health and wellness in the minds of consumers.

This meeting of innovation and need is evident nowhere as much as in the rise of retail health clinics. These care providers are filling an important gap in patient demands for convenient, service-oriented healthcare—and filling it well. Concentrix Catalyst’s post-pandemic healthcare consumerization study demonstrates why these clinics are proving to be a success and provides actionable insight into what this means in the context of the broader industry. Traditional healthcare players, it’s time to sit up and take notice.

The following infographic offers stats and figures on why, and how, these healthcare consumerism shifts are occurring. Use this visualization to inspire the CX changes your organization needs to make to keep up with ever-evolving consumer expectations.

Julie Wotruba

Julie Wotruba

Senior Director, Strategy Insights

Rebecca Lucash

Rebecca Lucash

Manager, Strategy Insights

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