Consumer Experience Management in the Healthcare Industry with Special Reference to the Application of Artificial Intelligence

Abstract

1. Purpose: The purpose of this study is to investigate Consumer Experience Management (CXM) in the healthcare industry with special reference to the application of Artificial Intelligence (AI).


2. Design/Methodology/Approach: The Exploratory research design has been adopted. An attempt has been made in this paper to discuss various segments of the healthcare industry working on AI-based technology and their Consumer Experience Management based on the secondary data available on their websites as consumer surveys and appropriate analysis will be applied.


3. 3. Findings: The authors will investigate and conclude that the management of consumer experience is more trouble-free with the implementation of AI-based technology.


4. Originality: Health is always a prime concern for all and this pandemic gives a big lesson that every individual gives utmost priority to their health. The healthcare industry activates to provide healthcare services to consumers. The modern healthcare industry includes three major segments i.e services, products, and finance. These industries act as a connecting link between doctors, private clinics, pharmacies, hospitals, healthcare finance providers, and consumers who receive treatment. Consumers are not fully satisfied with the services provided by the healthcare industry due to their communication gap and the late diagnosis of diseases. Without the intervention of advanced technology in the healthcare industry, managing consumer experience was really difficult. It ultimately leads to dissatisfaction among consumers. But the time has changed now. The healthcare industry is working on the patient-centric approach which leads to higher customer lifetime value (CLV). With the emergence of digital technology like Artificial Intelligence (AI), Internet of Things (IoT), Robotics etc. industry has a new viewpoint on Consumer Experience. The innovations in digital technology enhance the Consumer Experience in an extraordinary way which not only increases the consumer satisfaction index but also maximize profit. This paper elaborates on the various AI-based devices and software which is responsible for a radical transformation in the healthcare industry which is ultimately responsible for better management of Consumer Experience.

Many research studies have been done on various aspects of the healthcare industry and consumer experience but not a single research has been done on this topic.

1. Research Limitations: The scope of the research is limited to Health Care Industry working on AI-based Technology.


2. Practical Implications: Retain the existing customers with satisfaction and attract new customers to provide better healthcare facilities through AI-based technology.


3. Social Implications: To provide better healthcare facilities at lower costs and in less time to society. Prior disease diagnosis with the help of AI-based technology leads to an early cure and saves the life of a person.