Meet patients’ evolving expectations

Forrester research on how to drive better healthcare CX

91% of consumers say the patient experience is very important to them—yet healthcare organizations continue to lag in their efforts to measure + enhance those experiences.

Download the report, which features Forrester’s February 2019 How To Build A VoC Program In Healthcare, for ways to build an insights-driven VoC healthcare program that improves patient loyalty + business outcomes.

SMG Forrester Report: Why an insights-driven CEM program is vital in today’s customer-centric healthcare

Why read this report?

As consumers gain more control over their healthcare dollars and decisions, providers recognize the need to deliver patient experiences (PX) that win trust, build loyalty, and bolster their brand.

In healthcare, as in retail, creating exceptional patient experiences requires close examination of every touchpoint. It calls for timely issue resolution. It also requires ongoing feedback—the kind that comes directly from patients’ mouths and illuminates opportunities to improve.

Yet as Forrester reports in “How To Build A VoC Program In Healthcare,” healthcare organizations (HCOs) are lagging in their efforts to measure and enhance the customer experience (CX). With antiquated feedback collection methods and a lack of a comprehensive measurement framework, HCOs must adopt more modern customer experience management (CEM) systems that provide real-time data and actionable insights in order to meet the evolved—and heightened—expectations of patients.

But not all CEM programs look the same. An SMG 2018 report on CX professionals shows only 27% are highly satisfied with their current program—meaning there is huge room for improvement. Successful programs deliver both technology and services that help the entire organization drive meaningful action, increase loyalty, and improve business performance.

In this age of consumer-centric healthcare, it’s more important than ever for healthcare organizations to include VoC data in their strategic planning and daily decision-making process.

What's inside
Download this report to learn how to:

Drive better patient
experiences (PX) with a
state-of-the-art CEM system

Measure yourself against
Forrester’s 3 phases of Voice of the Customer (VoC) maturity

Build your CEM program
to support ongoing

With more patients making their healthcare decisions like a retail
purchase, it’s critical for healthcare organizations to really understand their customers. If you’re interested in making targeted improvements and driving your business forward with true PX insights, please reach out.

SMG inspires experiences that improve people’s lives. We are a catalyst for change, providing actionable customer, patient, and employee insights that boost loyalty and drive business outcomes. Our unique model puts a dual focus on platform technology and professional services — making it easier to collect, analyze, and share feedback and behavioral data across the enterprise. To learn more about our customer experience management, employee experience, and brand research solutions, visit