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For Customer Experience Professionals

Seven Trends Customer Experience Professionals In Healthcare Can't Afford To Ignore

How New Technologies Will Transform Digital Healthcare Experiences

February 3, 2010

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Authors

  • By Elizabeth Boehm
  • with Moira Dorsey,
  • Rachel Zinser,
  • William Chu

Why Read This Report

On the eve of a new decade, many elements of the US healthcare system are still twisting in the winds of healthcare reform. But the writing on the customer experience wall is clear: Consumers' expectations get set by their experiences with other, more advanced industries. This document highlights seven technology and experience trends gaining traction in non-health industries, as well as early innovators bringing them to the healthcare market. Healthcare customer experience professionals should keep these trends in view as they plan priorities for the coming year. Some of the keys to success include making sure to anchor technology decisions firmly in the context of the customer who will use them, the business objectives they enable, and the cross-channel strategy for pursuing those objectives and enabling customer goals.

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Models and Calculators

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  • US Consumers Use Their Phones For More Than Talking

Table of Contents

  • Seven Trends Will Shape Digital Healthcare Experiences
  • RECOMMENDATIONS

  • Don't Put The Technology Cart In Front Of The Business Case Horse
  • WHAT IT MEANS

  • The Next Decade Will See Dramatic Changes In Customer Experience
  • Supplemental Material
  • Related Research Documents