CCW Digital：2025科技VS人性：医疗行业患者体验研究报告（英文版）（32页）.pdf

1、CUSTOMER CONTACT WEEKDIGITALCUSTOMER CONTACT WEEKDIGITALTechnology vs.Humanity in Healthcare&Patient Experiences2025 V E RTI C A L S E P TE M B E R M A R K E T S TU DY:2 02 5 V E R T I C A L M A R K E T S T U DY:T E C H N O LO G Y V S.H U M A N I T Y I N H E A LT H C A R E&PAT I E N T E X P E R I E

2、N C E SW W W.C U S TO M E R C O N TAC T W E E K D I G I TA L.C O M 2IntroductionThere is no doubt that artificial intelligence(AI)technology will remain a centerpiece of customer experience strategy in the years ahead.CCW Digital research confirms that 90%of organizations are maintaining or increasi

3、ng AI investment levels,and most identify use cases related to self-service,employee assistance,and data analytics as top organizational priorities.There is,however,doubt about whether its impact will be sufficiently positive.Presently,only 15%of customers trust AI-powered self-service and only 29%b

4、elieve AI is adding any real value to their brand experiences.Most,meanwhile,worry that the rise of AI will coincide with the fall of the human touch.Companies are equally unimpressed,with the majority citing issues related to integration,cost impact,and accuracy.A concern for all industries,these A

5、I challenges are uniquely consequential for healthcare.When dealing with patients rather than customers,convoluted systems or inaccurate communication do not simply represent mild nuisances they could have catastrophic health,financial,and reputational consequences.And whereas“humanity”may feel like

6、 a nice-to-have in highly transactional industries,it is the cornerstone of a successful provider-patient relationship.But as the stakes magnify the risks of AI and digital engagement,they also underscore the urgency of transformation.Fragmented systems,frustrating journeys,unclear communication,and