The healthcare customer experience is undergoing a massive transformation. Increased competition gives patients more options when choosing providers. They expect personalized and streamlined experiences, or they will go elsewhere.
Meanwhile, healthcare providers are growing rapidly through acquisitions and organically. Centralizing many small, disparate groups into larger organizations creates security, compliance, and data privacy challenges. It also leads to agent burnout, as they are struggling to keep pace with demand and manage vast amounts of information.
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