Consumers are driving the need to quickly transform the customer journey
Healthcare payers and providers are becoming acutely aware of the need to improve the consumer experience (CX), which is no longer just a nice-to-have. For example, more than 60% of consumers expect the online ability to change and/or schedule healthcare appointments, check their medical records and test results, and refill prescriptions. Collecting and integrating that information into manual systems could be an administrative nightmare for payers and could increase plan member frustration.
The healthcare ecosystem requires new approaches to modernize and digitize experiences across multiple stakeholders that will create user-centric and human-centered healthcare journeys.
This whitepaper will discuss the benefits of taking a strategic, holistic approach to improving the customer experience and considerations for implementing effective digital transformation tactics.
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