Consumers are demanding more value for their dollar. They want better choices, knowledge to make informed decisions, and on-demand access to tools that improve their overall health. In this digital era, consumers also expect custom experiences.

The principles, methods, and approaches used in retail and hospitality industries translate clearly to the healthcare industry. These include personalization, foundational empathy, incorporating design thinking into applications, leveraging journey mapping, segmenting user groups based on behavior, and utilizing consumer analytics. They help provide exceptional consumer experiences, and they help the healthcare industry operate more like Facebook, Amazon, Netflix, Google, and other digital corporations.

In this webinar presented by HCEG in partnership with Change Healthcare leaders, we discuss how the industry can incorporate consumerism principles to advance their strategy and deliver a better customer experience.

Key takeaways
  • How design thinking applications can improve member and patient experiences.
  • How to leverage consumer analytics.
  • How providers and health plans have gotten results from personalization.

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