COVID-19: Redefining Customer Experience to Drive Growth in Healthcare
T he healthcare sector, now more than ever, should lead in modeling customer experience. According to Forbes and Statista , healthcare is one of the top 5 industries known for poor customer experience. This is perhaps due to the high complexity and fragmentation of most businesses in this industry. But whatever the reasons could have been, the coronavirus pandemic seems to have further exacerbated these customer support challenges for healthcare businesses. It’s now eight months since the first case of coronavirus was reported in Wuhan, China. As this crisis persists, the challenges facing the healthcare sector have increased, with many businesses struggling to adapt their services and operation to this reality, despite this sector being a very essential sector. Current State and Challenges of the Healthcare Sector COVID-19 has brought on a few challenges for the healthcare sector. According to a publication in the Annals of Internal Medicine , one o