Experience Perspective 2025
Insights and trends for success in the year ahead

Building Trust

We must use a wide lens to understand the full range of actions and touchpoints experienced by people on both sides of the stethoscope, if we are to move forward and forge trust. But how?

Our thought leaders suggest the following:

• Embrace a proactive stance by growing experience management as a core capability across your organization.
• Align your brand promise with the way your organization behaves to deliver experiences that forge trust at every touchpoint.
• Maximize limited resources by understanding the connection between scheduling, availability, and consumer trust—and how non-conventional players in the medical marketplace are monetizing the access crisis.
• Reimagine how you utilize your experience resources, tools, and frameworks to drive transformation.
• Focus on leadership development to support every leader in building their experience management muscle.

Focusing on Trust

Trust is not just a preference, but a necessity. Generational differences are already redefining the expectations, beliefs, and behaviors of consumers, patients, and employees. Amid these changes, understanding how trust is experienced—then built and sustained—has never been more foundational to delivering care.

• Consumers are nearly 300% more likely to recommend a healthcare organization if they trust it.
• Patients are 65% more likely to recommend a healthcare organization if they trust their care team.
• Employees are 370% more likely to recommend their employer as a place to work if they also said that they trusted their organization.