Forrester QA – Prioritizing Emotions When Designing the Healthcare Experience

Forrester’s research has proven that emotion is the most significant driver of customer experience quality across all sectors. In healthcare, the emotional quality of interactions between caregivers and patients is especially important because it affects patient satisfaction and can directly influence outcomes because of the physiological effects of emotional states.

David Truog, Forrester VP and Principal Analyst, and guest speaker of a recent Soul Machines webinar on Digital People in Healthcare, answers our key questions and provides industry insights.