Trends Report

Digital Front Door 2.0: Better Personalization Drives Better Engagement

December 20th, 2019
Arielle Trzcinski, Principal Analyst
Arielle Trzcinski Principal Analyst
Annalise Clayton, null
Annalise Clayton

Summary

Heavy healthcare organization (HCO) investment in digital front door initiatives is failing; fewer than half of consumers have logged into a healthcare services website or app. The digital front door 2.0 is a strategic approach that uses personalization to acquire, engage, and retain customers across their healthcare journeys to improve experiences, increase loyalty, and grow revenue. HCOs must develop a foundation that collects, ingests, and transforms data to deliver actionable insights and create personalized customer experiences.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.