Elevating the Consumer Experience in Healthcare

As it turned out, healthcare is not Disneyland; it is an incredibly complex, highly regulated, and slow-moving ecosystem. The fragmentation and deeply ingrained provider-centric cultures inherent in U.S. healthcare systems hamper engagement, waste both time and money, and result in lower positive health outcomes.

To thrive in today’s competitive landscape, health systems must think differently about the people they serve. We must see people as healthcare consumers and partners rather than “patients.”

Embracing healthcare customer experience is a tremendous opportunity for healthcare organizations to differentiate themselves, improve retention and increase revenue, yet few organizations have programs in place to understand their customers’ journey and align people, processes, and technology to create the kind of experience that our consumers want and need.