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There’s a lot of
moving parts ahead in 2014’s healthcare ecosystem: Obamacare 2.0, Paying
for Quality, mHealth, Big Healthcare Data and Socialnomics. But one
theme is going to rise above all else and prove to be the impact trend
of 2014: customer experience. This is the year when payers, providers and employers will stop talking about being customer focused and actually start delivering personalized, relevant and multi-channel consumer interactions. Superior customer experience (aka CX) is no longer an option. With benefit standardization, provider network parity, price transparency and regulatory constraints commoditizing markets and neutralizing brands…what’s left? Healthcare is now defined by personal responsibility; it’s the consumer’s obligation to deal with intimidating financial and clinical decisions. Even with enrollment estimates for state and federally-run public health insurance marketplaces suspect, recent projections have 40 million Americans expected to buy health insurance through private exchanges by 2018 (Are You Ready? Private Health Insurance Exchanges Are Looming, Accenture, 2013). If we ask customers to step-up and take control of their healthcare destiny they need to be engaged. The only way to accomplish this is through a customer experience that respects the complete customer journey – from prospect to participant to promoter – each built on a foundation of trust, empowerment and outcomes. Please join KBM Group's Lindsay Resnick and Silverlink's Kathleen Ellmore on Wednesday, May 28, 2014 at 2PM Eastern as they discuss Consumer Engagement - What’s Next: Innovations and Managing the CX Journey. Click here for detailed information and to register or call 209.577.4888. |
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