Hype vs. Reality: Anticipatory Customer Experience in the Age of Digital Health

September 14, 2016
Vijai Shankar, Sr. Director Industry Marketing

There's a lot of hype around how technology innovations will impact healthcare providers. From the never-ending growth in new digital technologies to increasingly sophisticated chatbots, the buzz is focused on how that’s going to impact the healthcare industry today and beyond.

In this age of consumerism in healthcare, transforming the customer experience is more important than ever before. Consumers are taking healthcare decisions into their own hands and proactively exploring their options — including which health plans to select, what types of providers to consult, what treatments to use (and where to receive them), and how to get the most from their healthcare dollars.

Unfortunately, the technologies health plans currently have in place aren’t delivering the service and overall experience levels that consumers have come to expect. Overall, the health plan industry averaged a 47% rating in the 2016 Temkin Experience Ratings and tied for last place out of 20 industries. Research has also shown that Kaiser Permanente is at the top of the health plans with an NPS of 31, but this leaves a lot to be desired if health plans want to be in the upper echelon of customer experience companies.

When it comes down to it, members and consumers want a digitally-enabled customer experience.

The key component fueling digital transformation in the healthcare industry is learning how to leverage the customer data that health plans already have access to, and use that to guide intent-driven engagement. With intent-driven engagement, health plans anticipate consumer intent, and engage at the right time across any channel, thus driving the right resolution at the right moment and creating a holistic experience across any channel.

To learn more about using transformative technologies to deliver an anticipatory customer experience in the age of digital health, join us for this complimentary webinar hosted by AHIP on September 21st. This webinar will provide insight into new technologies that help payers improve their member experience and financial performance through anticipatory intent-driven engagement using self-service and assisted service approaches.

Register for the September 21st webinar now!

Vijai Shankar, Sr. Director Industry Marketing
Vijai Shankar, Sr. Director Industry Marketing

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