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Report Defines Market for Healthcare Customer Experience Platforms

By John Zimmerer, VP of Healthcare Marketing at Smart Communications 

A recent report entitled The Customer Experience Platforms for Healthcare Landscape, Q2, 2024 (Forrester Research, Inc., April 30, 2024) provides an excellent overview of the market for member engagement and patient engagement solutions. Additionally, the report identifies 29 notable vendors in the space. Smart Communications was recognized in the report, and I’ve compiled top insights, below. 

The Market, Defined 

Forrester says, “You can use customer experience platforms for healthcare to grow revenue, improve outcomes with sustained engagement, and unlock operational efficiencies.” The report is intended for providers and payers looking for new ways of engaging customers “to drive acquisition, sustain engagement, differentiate their offerings, and (re)establish trust.” 

The authors define the healthcare customer experience (CX) platform market as: 

“Technologies that orchestrate seamless, personalized healthcare experiences at every touchpoint to drive sustained customer engagement that improves customer loyalty and trust. 

The report defines how healthcare organizations (HCOs) can use customer experience platforms to unlock business value, provides an assessment of the maturity of this rapidly evolving market, and explores the market dynamics driving the market for member engagement and patient engagement solutions. 

Vendors Profiled in the Report 

Forrester segments the healthcare CX platform market in several ways. 

First, the authors bucket the vendors by size based on reported revenue: large ($250 million or more), medium (between $100 million and $250 million), and small (between $10 million and $100 million). Each vendor listing includes geographic focus, industry focus (up to three), and deployment model(s) supported. 

The report then defines “core” use cases of customer acquisition, customer engagement, and customer loyalty and retention and these “extended” use cases: 

  • Care referral coordination
  • Chronic care management
  • Customer activation
  • Customer segmentation
  • Finding care
  • Personalized care journeys
  • Reputation management 

Each vendor was asked to choose the top three extended use cases they support from that list. The report defines the underlying functionality required to support each of the core and extended use cases. 

Here is the list of vendors and the top three use cases each supports: 

A screenshot of a survey from Forrester with a list of CX platform vendors.

A Smart Solution for Member Engagement and Patient Engagement 

The Conversation Cloud from Smart Communications is trusted by payers and providers to establish and increase member engagement and patient engagement. Our solutions can integrate with core systems to provide a highly secure enterprise-wide engagement platform.

Read the report or contact us to learn more about how we support care referral coordination, chronic care management, and customer activation. 

For a limited time, you can download a complimentary copy of the report here. 


About the Author 
John Zimmerer is the Vice President of Vertical Marketing, Healthcare at Smart Communications, where he acts as a subject matter expert on the digital transformation of customer communications and data-centric, often form-based workflows. Most recently, John has been researching and writing about improving customer experience in healthcare and is regarded as a thought leader in this area. John has over 20 years of software product marketing experience. His areas of expertise include market research, analyst relations, public relations and digital marketing.