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The healthcare industry was hit hard by the pandemic as it tackled the toughest of challenges around the globe- slowing down the virus, managing hospital capacity, keeping its staff safe, and ensuring patient privacy and confidentiality. Contact centers were busy far beyond capacity, driving organizations of all sizes to accelerate investments in self-service channels and the cloud. The great resignation forced providers to invest in improving the employee experience.

This study is valuable for solution providers to better understand what each industry seeks in delivering excellent CX and healthcare organizations to benchmark themselves against the competition and other industries.