Despite the importance of consumer experience (CX), many healthcare organizations begin with one-off initiatives, instead of creating a cohesive journey that ladders up to a broader strategy.
When CX is approached through disjointed initiatives, it is difficult to create the best possible experience for consumers because organizations do not consider the full experience or because there is a vision without support.
Instead of looking at each interaction individually (check-in, billing, etc.), organizations should prioritize creating a holistic experience that optimizes the consumer relationship and weave this experience into everything the organization does. Organizations should not overlook the part of the journey that occurs outside of the clinic. Most of patients’ lives, even if they are managing a chronic condition, are spent outside of direct interaction with the healthcare industry. This time also influences consumer behavior and is ripe for greater engagement.
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