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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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Lake, Lakehouse, or Warehouse? Picking the Perfect Data Playground

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In 1997, the world watched in awe as IBM’s Deep Blue, a machine designed to play chess, defeated world champion Garry Kasparov. This moment wasn’t just a milestone for technology; it was a profound demonstration of data’s potential. Deep Blue analyzed millions of structured moves to anticipate outcomes. But imagine if it had access to unstructured data—Kasparov’s interviews, emotions, and instinctive reactions. Would the game have unfolded differently?

This historic clash mirrors today’s challenge in data architectures: leveraging structured, unstructured, and hybrid data systems to stay ahead. Let’s explore the nuances between Data Warehouses, Data Lakes, and Data Lakehouses—and uncover how they empower organizations to make game-changing decisions.

Deep Blue’s triumph was rooted in its ability to process structured data—moves on the chessboard, sequences of play, and pre-defined rules. Similarly, in the business world, structured data forms the backbone of decision-making. Customer transaction histories, financial ledgers, and inventory records are the “chess moves” of enterprises, neatly organized into rows and columns, ready for analysis. But as businesses grew, so did their need for a system that could not only store this structured data but also transform it into actionable insights efficiently. This need birthed the data warehouse.

Why was Data Warehouse the Best Move on the Board?

Data warehouses act as the strategic command centers for enterprises. By employing a schema-on-write approach, they ensure data is cleaned, validated, and formatted before storage. This guarantees high accuracy and consistency, making them indispensable for industries like finance and healthcare. For instance, global banks rely on data warehouses to calculate real-time risk assessments or detect fraud—a necessity when billions of transactions are processed daily, tools like Amazon Redshift, Snowflake Data Warehouse, and Azure Data Warehouse are vital. Similarly, hospitals use them to streamline patient care by integrating records, billing, and treatment plans into unified dashboards.

The impact is evident: according to a report by Global Market Insights, the global data warehouse market is projected to reach $30.4 billion by 2025, driven by the growing demand for business intelligence and real-time analytics. Yet, much like Deep Blue’s limitations in analyzing Kasparov’s emotional state, data warehouses face challenges when encountering data that doesn’t fit neatly into predefined schemas.

The question remains—what happens when businesses need to explore data outside these structured confines? The next evolution takes us to the flexible and expansive realm of data lakes, designed to embrace unstructured chaos.

The True Depth of Data Lakes 

While structured data lays the foundation for traditional analytics, the modern business environment is far more complex, organizations today recognize the untapped potential in unstructured and semi-structured data. Social media conversations, customer reviews, IoT sensor feeds, audio recordings, and video content—these are the modern equivalents of Kasparov’s instinctive reactions and emotional expressions. They hold valuable insights but exist in forms that defy the rigid schemas of data warehouses.

Data lake is the system designed to embrace this chaos. Unlike warehouses, which demand structure upfront, data lakes operate on a schema-on-read approach, storing raw data in its native format until it’s needed for analysis. This flexibility makes data lakes ideal for capturing unstructured and semi-structured information. For example, Netflix uses data lakes to ingest billions of daily streaming logs, combining semi-structured metadata with unstructured viewing behaviors to deliver hyper-personalized recommendations. Similarly, Tesla stores vast amounts of raw sensor data from its autonomous vehicles in data lakes to train machine learning models.

However, this openness comes with challenges. Without proper governance, data lakes risk devolving into “data swamps,” where valuable insights are buried under poorly cataloged, duplicated, or irrelevant information. Forrester analysts estimate that 60%-73% of enterprise data goes unused for analytics, highlighting the governance gap in traditional lake implementations.

Is the Data Lakehouse the Best of Both Worlds?

This gap gave rise to the data lakehouse, a hybrid approach that marries the flexibility of data lakes with the structure and governance of warehouses. The lakehouse supports both structured and unstructured data, enabling real-time querying for business intelligence (BI) while also accommodating AI/ML workloads. Tools like Databricks Lakehouse and Snowflake Lakehouse integrate features like ACID transactions and unified metadata layers, ensuring data remains clean, compliant, and accessible.

Retailers, for instance, use lakehouses to analyze customer behavior in real time while simultaneously training AI models for predictive recommendations. Streaming services like Disney+ integrate structured subscriber data with unstructured viewing habits, enhancing personalization and engagement. In manufacturing, lakehouses process vast IoT sensor data alongside operational records, predicting maintenance needs and reducing downtime. According to a report by Databricks, organizations implementing lakehouse architectures have achieved up to 40% cost reductions and accelerated insights, proving their value as a future-ready data solution.

As businesses navigate this evolving data ecosystem, the choice between these architectures depends on their unique needs. Below is a comparison table highlighting the key attributes of data warehouses, data lakes, and data lakehouses:

FeatureData WarehouseData LakeData Lakehouse
Data TypeStructuredStructured, Semi-Structured, UnstructuredBoth
Schema ApproachSchema-on-WriteSchema-on-ReadBoth
Query PerformanceOptimized for BISlower; requires specialized toolsHigh performance for both BI and AI
AccessibilityEasy for analysts with SQL toolsRequires technical expertiseAccessible to both analysts and data scientists
Cost EfficiencyHighLowModerate
ScalabilityLimitedHighHigh
GovernanceStrongWeakStrong
Use CasesBI, ComplianceAI/ML, Data ExplorationReal-Time Analytics, Unified Workloads
Best Fit ForFinance, HealthcareMedia, IoT, ResearchRetail, E-commerce, Multi-Industry
Conclusion

The interplay between data warehouses, data lakes, and data lakehouses is a tale of adaptation and convergence. Just as IBM’s Deep Blue showcased the power of structured data but left questions about unstructured insights, businesses today must decide how to harness the vast potential of their data. From tools like Azure Data Lake, Amazon Redshift, and Snowflake Data Warehouse to advanced platforms like Databricks Lakehouse, the possibilities are limitless.

Ultimately, the path forward depends on an organization’s specific goals—whether optimizing BI, exploring AI/ML, or achieving unified analytics. The synergy of data engineering, data analytics, and database activity monitoring ensures that insights are not just generated but are actionable. To accelerate AI transformation journeys for evolving organizations, leveraging cutting-edge platforms like Snowflake combined with deep expertise is crucial.

At Mantra Labs, we specialize in crafting tailored data science and engineering solutions that empower businesses to achieve their analytics goals. Our experience with platforms like Snowflake and our deep domain expertise makes us the ideal partner for driving data-driven innovation and unlocking the next wave of growth for your enterprise.

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