To better serve consumers pre- and post- pandemic, UPMC deployed new tools and technology enabling their organization to navigate uncharted waters by accelerating digital transformation. A key part of their strategic approach has been around using actionable data insight to better inform their consumer communications, understand their needs, and personalize messaging based on preferences and interactions across channels.

With data-first infrastructure and marketing campaigns, UPMC can deliver real-time omni-channel communications that build trust, and keep consumers engaged and known across the entire digital ecosystem no matter where they interact or access services in their care journey. Because UPMC’s roadmap and vision to optimize consumer experience has always been embraced, consumers of all age groups and types are realizing benefits from consistent, deliberate tailored journeys with information and messaging that consider their expectations and unique healthcare requirements.

Read on go.beckershospitalreview.com

Consumerism is redefining the healthcare ecosystem. It is driving the need for convergence and collaboration between health insurance companies and health systems. With increasing competition and changing consumer expectations, insurers are also facing significant challenges in attracting and retaining members. Creating integrated member experiences, through a deep understanding of member care journeys, will be critical for organizations to enhance their member acquisition and retention rates.

Read on ahip.org