consumerization,Generation Z,Millennials,patient experience,satisfaction surveys
Paving the road to consumerized healthcare – and better patient experiences – in the United States and beyond
Written by: Robbie Hughes, Founder and Chief Executive Officer, Lumeon
When you think of one industry in particular that has mastered the creation of a seamless, digitally integrated experience for the customer journey – with automated coordination across all stakeholders and touchpoints – what comes to mind?
Despite the criticism that it receives, the airline industry can be considered a success when it comes to its ability to orchestrate the customer’s journey and improve customer experience. Gone are the days when a passenger would call a travel agent to book or manage their itinerary. We now research, book and manage flights digitally though a website or app. This allows us to check-in, upgrade and receive loyalty benefits, and keeps us up-to-date with real-time flight status, from check-in times to delays, all the way through to compensation, rebooking and satisfaction surveys. In other words, airlines are seamlessly connecting what could otherwise be a highly fragmented journey for their traveller – from exploring flight options, to completing a journey, and everything in between.
Online services now provide consumers with a simple, elegant experience, while the true sophistication happens seamlessly in the background by automating and orchestrating the engagement, with business processes and fluid data exchange. This sort of seamless and automatic, digital experience is exactly what consumers have come to expect from everything they touch in their daily lives.
Healthcare is no exception. The industry is in the midst of a movement toward the consumerization of the industry, largely driven by Millennials and Generation Z who are accustomed to our new world of always-on, instant service.