Why Customer Experience is Key for Pharmacies in 2023

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In a world where technology is meant to make life easier, one area it seems to fall short on is customer experience—especially in healthcare.

The many significant changes society has undergone in recent years have led to a decline in customers’ expectations being met. Too often, you can’t get a hold of a care provider on the phone and must resort to chatbots, adding to the frustration of trying to figure out when and how you will get your medications. This occurs despite the fact that 39 percent of healthcare consumers surveyed by Accenture in 2020 say a good digital interaction has a big influence on their experience.

In this new World Pharmacy Today article, Lawrence Margolis, CEO and founder of PersonalRX, discusses the challenges and opportunities facing pharmacies as they strive to improve the customer experience as more and more digital technology is introduced.