Conclusions

Becoming a truly consumer-centric organization in the healthcare industry is no easy feat. It requires hard work, and progress can often seem to be in the hands of unpredictable and ever-changing government policy. But the rewards of making these shifts are well worth the struggle, bettering the healthcare industry for patients, physicians, governments and other stakeholders.

In a world where healthcare organizations have made the five shifts, consumers would not only have a voice similar to what they experience in other industries, but also, the ability to manage their lives in a way that keeps them healthy and out of the hospital.

If Healthcare Organizations...

Consistently made CX a priority

Consumers would...

  • Enjoy experiences like those they have in other industries
  • Be more loyal to healthcare brands

Worked to connect the healthcare industry

Consumers would...

  • Worry less about care logistics
  • Miss fewer appointments and recover faster

Focused on individuals instead of populations

Consumers would...

  • Get personalized care that leads to greater health outcomes
  • Have the support they need to more effectively manage their health conditions

Focused on innovation

Consumers would...

  • Have access to more relevant tools to manage their health
  • Anticipate healthcare experiences with delight, rather than dread

Integrated insights into decision making

Consumers would...

  • Know their specific needs were being met
  • Have better relationships with healthcare brands

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