Analyst Report

Gartner Report | Healthcare and Life Science Business Driver: Total Experience Transformation

The competitive pressure and technological progress have driven industries like retail and finance to compete on experience, empowering customers to choose and remain loyal to the brands that create the most relevance and value. However, healthcare and life sciences have been slow to adopt such a model. With disruptors like Amazon and Walmart entering the space, this is starting to change.

Now more than ever healthcare executives need to prioritize employee and customer experience, embracing total experience (TX) transformation to secure their positions as a convener of care.

According to Gartner®, “Whether addressing patient or member satisfaction, clinician engagement or remote work, TX transformation gives healthcare and life science organizations a way to holistically transform their products, services and engagement strategies to improve overall stakeholder satisfaction, clinical outcomes and revenue performance.”

We encourage you to read this report to learn:
• Why you should care about improving your total experience
• How your peers are driving improvement in total experience
• What should your key total experience priorities be for 2023


Gartner®, Healthcare and Life Science Business Driver: Total Experience Transformation, Kate McCarthy, Published 20 January 2023
Gartner is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.


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