Digital transformation in healthcare is happening. Artificial Intelligence, robotics, and the Internet of Things are transforming the consumer experience like never before, and, like all consumers, patients expect healthcare organizations to understand and fulfill their needs throughout the care journey. This is requiring organizations to transform their business to provide personalized, collaborative, and connected service. This is a big change. IDC forecasts worldwide spending on digital transformation to reach more than $2.1 trillion through 2021, with digital healthcare services accounting for 6% of global healthcare expenditures. Yet the challenge is where to start.
The newest IDC White Paper, "The Next-Generation Contact Center: Transforming the Future of Digital Healthcare Customer Experiences," explores how the next-generation contact center is a hotbed for healthcare digital transformation and well positioned to respond to patients shifting needs.