Why an insights-driven CEM program is vital in today's customer-centric healthcare
" >
As Forrester states in the February 2019 report “How To Build A VoC Program In Healthcare,” healthcare organizations (HCOs) are lagging in their efforts to measure and enhance the customer experience (CX). With antiquated feedback collection methods and a lack of a comprehensive CX measurement framework, HCOs must adopt more modern customer experience management (CEM) systems that provide real-time data and actionable insights in order to meet the evolved (and heightened) expectations of patients.
Download this report to learn how:
• Today's patients are making healthcare decisions similar to the way they consider retail purchases
• A formal CEM system that measures every patient touchpoint is crucial to driving customer loyalty
• To evaluate CEM providers to ensure delivery of a holistic picture of the patient experience
Download Supplement
Sponsored by:
Service Management Group (SMG)
Disclosures:
References:
In this latest episode of Tuning In to the C-Suite podcast, Briana Contreras, an editor with MHE had the pleasure of meeting Loren McCaghy, director of consulting, health and consumer engagement and product insight at Accenture, to discuss the organization's latest report on U.S. consumers switching healthcare providers and insurance payers.
Listen
In our latest "Meet the Board" podcast episode, Managed Healthcare Executive Editors caught up with editorial advisory board member, Eric Hunter, CEO of CareOregon, to discuss a number of topics, one including the merger that never closed with SCAN Health Plan due to local opposition from Oregonians.
Listen
