How to deliver personalization at scale
Posted: Sun May 25, 2025 8:59 am
In the evolving landscape of healthcare, providing personalized and efficient patient care has become more important than ever. Patients are placing higher-than-ever priority on their personal wellness, yet expressing frustration with today’s service system.1 Healthcare organizations face the pressing challenge of balancing high call volumes, employee burnout, and outdated call center systems canada phone number list with growing patient expectations. But how exactly do you transform your healthcare organization to meet service expectations? Let's explore three innovative strategies to help solve these common healthcare challenges and transform patient experiences (PX) for good.
How to retain your healthcare employees
How to overcome information gaps
High call volumes:
How to deliver personalization at scale
Patients, often seeking urgent information or assistance, expect prompt and personalized responses. In addition to seeking fast service, 82% of patients report they prefer to receive medical advice from a human, making it the highest number across industries!2 They want that additional layer of care, empathy, and comfort that only a human-to-human interaction can provide versus its digital counterpart, which is often best suited for repetitive and more transactional needs.
82% of patients report they prefer to receive medical advice from a human, making it the highest number across industries!
Gartner
While every interaction should be tailored to meet individual service expectations, not all engagements demand advanced specialist support. Take an appointment rescheduling request as an example. While it still requires information to be personalized based on who the caller is, it might not necessarily need to be handled by a more expensive and operationally valuable agent. With today's technological advancements, healthcare organizations can strategically invest in modern contact center capabilities to automate interactions and deliver personalized care at scale. Gartner explains
How to retain your healthcare employees
How to overcome information gaps
High call volumes:
How to deliver personalization at scale
Patients, often seeking urgent information or assistance, expect prompt and personalized responses. In addition to seeking fast service, 82% of patients report they prefer to receive medical advice from a human, making it the highest number across industries!2 They want that additional layer of care, empathy, and comfort that only a human-to-human interaction can provide versus its digital counterpart, which is often best suited for repetitive and more transactional needs.
82% of patients report they prefer to receive medical advice from a human, making it the highest number across industries!
Gartner
While every interaction should be tailored to meet individual service expectations, not all engagements demand advanced specialist support. Take an appointment rescheduling request as an example. While it still requires information to be personalized based on who the caller is, it might not necessarily need to be handled by a more expensive and operationally valuable agent. With today's technological advancements, healthcare organizations can strategically invest in modern contact center capabilities to automate interactions and deliver personalized care at scale. Gartner explains