U.S. Healthcare is Evolving and Adopting the Principles of CX
The U.S. Healthcare system is getting quite a makeover at present. We all know how expensive it can be to visit an Emergency Room for a non-emergency situation. Still, several major retail brands are rapidly changing how healthcare is delivered to patients. More importantly, they apply lessons from customer experience to patient experience, making healthcare more affordable and easier to access and manage.
Changing How U.S. Healthcare Gets Delivered
Major consumer brands are redefining how healthcare reaches patients and how those patients experience it. Companies like Amazon, CVS Health, and Walmart are applying customer experience (CX) principles to make healthcare more convenient, affordable, and accessible.
- Amazon Clinic allows patients to connect online with licensed clinicians for quick consultations. After a few screening questions, prescriptions can be sent to a preferred pharmacy or delivered directly through Amazon.
- CVS Health has accelerated its expansion by acquiring Oak Street Health, a Medicare-focused primary care provider, in a $10.6 billion deal. Oak Street’s high-tech, value-based model includes about 600 physicians across 169 medical centers in 21 states, with plans to grow to more than 300 centers by 2026.
- Walmart Health, launched in 2019, currently operates 32 health centers and plans to add 45 more by the end of 2026, more than doubling its national network.
Together, these brands highlight a major shift in U.S. healthcare — one grounded in CX innovation, digital accessibility, and patient-first design. By integrating convenience, technology, and personalized care, they’re transforming how Americans interact with the healthcare system.
Making U.S. Healthcare More Accessible
Telehealth is another area that is rapidly developing. It became essential almost overnight when the pandemic made a trip to the doctor’s office impossible. But from an industry valued at a few billion dollars pre-pandemic, the consulting firm McKinsey has estimated it could now grow into a quarter-trillion-dollar opportunity. That’s just inside the US.
All these initiatives are making healthcare more accessible and affordable, and bringing it into the local community. It should be possible to go for a test or health check in the same place where you are shopping for groceries.
But the exciting change here is how patient experience is respected and placed at the core of all that these companies offer. They all have insight into the importance of CX, and it is clear that they are applying these lessons to patient experience.
All these patient networks will require greater levels of interaction, so these companies will need to handle appointment scheduling, questions, and patients with problems and doubts. Interaction across several service channels is likely to soar.
Therefore, all these brands must work with customer and patient experience experts. At DATAMARK, we have over two decades of experience working in various healthcare services. We also have a detailed knowledge of creating customer satisfaction across several other industries.
How AI-Powered CX Platforms Are Reshaping Patient Experience in Healthcare
AI-powered CX platforms are transforming the healthcare customer experience by enabling real-time personalization, predictive analytics, and seamless omnichannel engagement. As patient expectations rise, these tools help streamline workflows, improve patient engagement, and deliver better outcomes.
By leveraging data from electronic health records, mobile apps, and digital touchpoints, healthcare providers can deliver personalized care plans, reduce wait times, and optimize every stage of the patient journey. Today, virtual assistants and chatbots handle routine tasks such as appointment scheduling and coverage inquiries, freeing staff to focus on higher-level care. Contact center technology powered by AI ensures patient privacy while offering secure, HIPAA-compliant access to medical data. This not only improves operational efficiency but also builds trust across the healthcare ecosystem.
For healthcare organizations, the shift toward AI-driven CX solutions is not just about adopting innovative technology. It is about shaping the future of patient care. When every customer interaction is informed by data and delivered through a cohesive tech stack, patient satisfaction and loyalty increase.
Transform Patient Experience Through Healthcare CX Innovation
At DATAMARK, we help healthcare organizations deliver exceptional patient experiences through advanced CX solutions, data-driven insights, and secure contact center operations.
Our experience supporting global healthcare clients ensures compliance, efficiency, and personalized service at every touchpoint.
Contact DATAMARK today to explore how we can help your organization implement AI-powered CX technology to improve outcomes and build lasting patient trust.
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