To better understand how well current communications capabilities are supporting healthcare, higher education and government organisations, the 8x8 Industry Insights research team conducted an online survey in November 2021. It received responses from 456 public sector professionals who shared their insights regarding how well current communication systems are empowering them to deliver excellent customer service.
This report provides the results and insights from the 190 healthcare professionals that responded. It's broken down into five areas:
The pandemic's impact on digital transformations
An assessment of current communication systems
The challenge of balancing the generational divide
Requirements to modernise communications
Taking Microsoft Teams from good to great
There is a clear goal for all healthcare organisations - continued enhancement of the staff and patient experiences. To deliver that outcome, healthcare professionals recognise it takes the commitment and participation of everyone in the organisation.
80% believe everyone in the organisation is responsible for the customer experience
63% have multiple comms applications
49% have more communication applications now than pre pandemic
54% indicate current communication systems make it easy for them to provide an excellent experience
33% believe current systems support Gen Z’s preferred communication channels. It’s 71% for Boomers
89% have deployed Microsoft Teams -primarily for internal collaboration
87% use email daily
To what extent do you agree with the following statement? In today’s market everyone in the organisation is responsible for the customer experience.
Read on to hear more from healthcare professionals as they share insights about how communication systems need to evolve so that everyone in the organisation can effectively participate in delivering patient experiences that align with the wide range of expectations. This point is a key finding of the research - there is a generational divide that is not being effectively addressed by current communication systems. This type of challenge is new given the accelerating rate of technological change. Organisations need to rethink their approach to communications technology to ensure the right capabilities are in place today but also extensible to what's needed in the future.
We hope this 8x8 Industry Insights research is informative and useful as you set a course that continues to enhance patient care and staff experiences.
