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5 CX Trends in Healthcare for 2023

4 minutes read

The healthcare industry has seen several practices become common that otherwise took a back seat. Here are 5 CX trends in healthcare for 2023 that will dominate the industry which will shift the overall customer experience.

  1. Retail Healthcare: 

The challenges faced by the healthcare industry are multifold, backed by economic constraints and a lack of resources on the primary care providers’ end. Rural hospitals are particularly at risk, owing to low financial reserves or reliance on government aid. Due to this, consumers are inclined more toward retail healthcare. “In 2022, the US retail clinic market size was valued at $3.49 billion, with additional retail companies looking to join the ranks of CVS-Aetna, Walgreens, Walmart, Amazon, and Optum-UnitedHealth Group,” says Forbes. 

While the medical industry finally embraces advanced technology, the retail healthcare system is predicted to take center stage backed by its priority to provide customers with the best overall experience.

Forrester’s research says, “In 2023, patients will choose retail health for their primary care needs as health systems, constrained by inadequate resources, fail to match retail’s elevated patient experiences.”

The primary advantages Retail Health Care can provide are personalization, cost-effectiveness, and quick responses.

  1. Artificial Intelligence

According to Mantra Labs report, 93% of Gen Z, and 71% of Millennial customers say they would prefer to use conversational chatbots that offer ‘convenient experiences’ as their primary mode of interacting with a healthcare brand. Despite being rather slow in its evolution, AI will change, considering various factors such as clinician burnout, staggering economic resources, and the onset of retail healthcare. It offers the solution to give some structure to the plethora of data produced by the medical industry. According to Dr. Taha Kass-Hout, “97% of healthcare data goes unused because it’s unstructured. That includes X-rays and medical records attached to slides.” Machine Learning helps make some sense out of this jumble. Amazon HealthLake is one service that enables the searching and querying of unstructured data.

  1. Predictive Analytics in Healthcare:

Predictive health solution has been helping in increasing operational efficiency, giving better outcomes, and reducing risks. It helps identify an individual’s phenotype (refers to an individual’s observable traits, such as height, eye color, and blood type). A person’s phenotype is determined by both their genomic makeup (genotype) and environmental factors. By enabling the studying of every patient’s particular phenotype, IoMT makes it possible for healthcare providers to offer their customers a personalized experience. They can also manage their lifestyles and conditions, thereby preventing a situation that requires an operation.

  1. Extended Reality: 

Global XR market is expected to reach a market size of $1,246.57 billion growing at a steady CAGR of 24.2% by 2027. As the wearable market continues to see an upward trend, the healthcare industry gains from it by using it for pain management, remote patient monitoring, and physiotherapy. Another use case of XR is its usage in explaining the process of surgery to patients and attendants prior to starting. 

  1. Telehealth: Primary care and predictive analysis will accompany TeleHealth practices, to serve patients a safer and more advanced experience at the onset of a possible outbreak of the new COVID virus: the BF 7. Additionally, with an increase in chronic diseases, telehealth in the future would be useful in keeping the patient’s symptoms under control- paired with IoMT by providing regular check-ins, monitoring vital signs, and the required support. 

Challenges Ahead: 

  • Cybersecurity: All India Institute of Medical Sciences (AIIMS) had five servers hit, and an estimated 1.3 terabytes of data was encrypted. These kinds of cases make cybersecurity one of the top priorities. The most sensitive kind of data apart from one’s financials would be their physical and mental health records. Whilst advancing in the process of virtual care, privacy should be kept as one of the top priorities to retain customers. 
  • Empathy: As more and more people turn to their smartphones and laptops for answers related to their medical symptoms, it becomes a responsibility to be empathetic towards them during their treatment. With technology in the scene, it might become a challenge. But for IT and healthcare to coexist, empathy is the answer. 

Wrapping up:

Tech in healthcare, without a doubt, will make the patient experience more personalized and convenient. In the coming year, we will see more virtual communities, especially in rare diseases for which traditional care is not easily accessible. These are online platforms that enable patients to connect with others with similar conditions as well as doctors.

Despite all this, it is crucial to remember that the only constant thing that cannot be interchanged with another at the end of the day is still the human touch. Technology exists to facilitate healthcare providers sharing better experiences with patients.

(Note: The trends highlighted here are not rank-based.)

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Sales Applications Are Disrupting More Than Just Sales

Sales success today isn’t about luck or lofty goals—it’s about having the right tools in your team’s hands, wherever they go. Following our earlier in-depth exploration of sales technology, we will now examine how cutting-edge sales apps are becoming the backbone of modern industries, transforming complex workflows into seamless, growth-driving machines.

From retail to healthcare, logistics to real estate, businesses are deploying sales applications to enhance operational transparency, cut redundant tasks, and build intelligent sales ecosystems. These tools are not only digitizing workflows—they’re driving growth, improving engagement, and redefining how field teams operate.

Lead Ecosystems: Unified visibility across channels

One app. Five workflows. Zero friction.

A leading insurance brand relaunched their app—a sleek, powerful sales companion that’s turning everyday agents into top performers.

No more paperwork. More time to sell.

Here’s what changed:

  • Every visit is tagged, tracked, and followed through. Renewals? Never missed. Leads? Fully visible.
  • Attendance and reimbursements went on autopilot. No more manual logs. No more chasing approvals.
  • New business and renewals are tracked in real time, with accurate forecasting that sales leaders can finally trust.
  • Dashboards are clean, configurable, and useful—insights that move the business, not just report on it.
  • Seamless Integrations. API connectivity with Darwin Box, IMD Master Data, and SSO authentication for a unified experience.

The result? A field team that moves faster, sells better, and works smarter.

Retail: Taking Orders from the Frontline—Smartly

Field sales agents in retail, especially FMCG, used to rely on gut instinct. Now, with intelligent sales applications:

  • AI recommends what to upsell or cross-sell based on previous order patterns
  • Real-time stock availability and credit status are visible in the app
  • Geo-fencing ensures optimized route planning
  • Built-in payment collection modules streamline transaction closure

Healthcare: Structuring Sales with Compliance and Precision

Healthcare leaders don’t need more reports—they need better visibility from the field.  Whether it’s engaging hospital networks, onboarding clinics, or enabling diagnostics at the last mile, everything needs precision, compliance, and clarity. 

Mantra Labs helped a leading healthcare enterprise design a sales app that integrates knowledge, compliance, performance, and recognition, turning frontline agents into informed, aligned, and empowered brand advocates. 

Here’s what it delivers:

  • Role-based onboarding that keeps every level of the field force aligned and accountable
  • Escalation mechanisms are built into the system, driving transparency across commissions and performance reviews
  • A centralized Knowledge Hub featuring healthcare news, service updates, and training modules to keep reps well-informed
  • Recognition modules that celebrate milestones, boost morale, and reinforce a culture of excellence

Now, the field agents aren’t just connected—they’re aligned, upskilled, and accountable.

Real Estate: From Cold Calls to Smart Conversions

For real estate agents, timing and personalization are everything. Sales applications are evolving to include:

  • Virtual site tour integration for remote buyers
  • Mortgage and EMI calculators to increase buyer confidence
  • WhatsApp-based lead capture and nurture sequences
  • CRM integration for inventory updates and automatic scheduling

Logistics: From Chaos to Control in Field Coordination

Field agents in logistics are switching from clipboards to real-time command centers on mobile. Modern sales applications offer:

  • Live delivery status and route deviation alerts
  • Automated dispute reporting and issue resolution tracking
  • Fleet coordination through integrated GPS modules
  • Customer feedback capture and SLA dashboards

What’s new & what’s next in Sales Applications?

Here’s what’s pushing the next wave of innovation:

  • Voice-to-Text Logging: Agents dictate notes while on the move.
  • AI-Powered Nudges: Apps that suggest next-best actions based on behavior.
  • Omnichannel Communication: In-app chat, WhatsApp, email—unified.
  • Role-Based Dashboards: Different data views for admins, managers, and field reps.

What does this mean for Business Leaders?

Sales Applications are not just tactical tools. They’re platforms for transformation. With the right design, integrations, and analytics, they:

  • Replace guesswork with intelligence
  • Reduce the cost of delay and manual labor
  • Improve agent accountability and transparency
  • Speed up decision-making across hierarchies

The future of field sales lies in intuitive, AI-driven applications that adapt to every industry’s nuances. At Mantra Labs, we work closely with enterprises to custom-build sales applications that align with business objectives and ground-level realities.

Conclusion: 

If your agents still rely on Excel trackers and daily call reports, it’s time to reimagine your sales operations. Let us help you bring your field operations into the future—with tools that are fast, field-tested, and built for scale.

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