Healthcare consumers demand clear, personalized, and convenient digital communications. Poor interactions drive patient churn, with 69% likely to switch providers if expectations aren’t met. Key findings highlight the importance of omnichannel choice, streamlined digital forms, guided interactions, and responsible AI use. Consumers favor secure, intuitive processes and proactive updates. Trust depends on clarity, accuracy, data security, and personalization. Providers investing in modern communications platforms can reduce costs, increase loyalty, and improve outcomes, making digital transformation essential to stay competitive in 2025.

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