How Customer Experiences are Transforming Healthcare

By Kirsten Oelrich 3 min read

The healthcare sector has drastically shifted towards a customer-centric approach in recent years. While that may sound like good news, here’s the flip side – over the years, the healthcare industry has consistently been ranked as one of least customer-friendly sectors.

High costs, indifferent staff, long waiting times, and a perennial shortage of medics – the list of ailments plaguing the healthcare sector seems to be endless. And with the rise of today’s highly aware, always-connected digital natives, the need for innovative and cost-effective ways to deliver patient-centric, technology-enabled services is more than ever.

Today’s customers don’t judge their healthcare experiences on the traditional criteria of cost, reputation, and service quality. They expect a connected, reassuring engagement with your brand throughout their customer journey. Personalized customer experiences are a priority for customers and healthcare providers must prepare to meet this demand.

Here are some basic questions every healthcare provider needs to ask before they get started on their journey to create seamless, targeted, and relevant customer experiences − Do prospective customers and existing patients have easy access to the information they need? Is our brand present and engaging customers across all channels? Do our customers receive timely and personalized communication throughout their customer journey?

More importantly − how can you ensure that your brand consistently delivers personalized and targeted omni-channel experiences to not just attract and engage customers but keep bringing them back?

Let’s look at the 3 key areas you must focus on to attract, engage, convert, and retain the modern-day healthcare customer.

Patient Personalization

Personalization is at the core of effective customer experiences. Hospitals should be able to provide patients with their complete health profile, consultation track record, and engagement history. Instead of having to navigate through a complicated web of healthcare staff, patient information should be easily accessible so the right treatment options, preventative care, and recommendations can be made. Are you prepared to implement this level of personalization?

Data-Driven Diagnosis

The ideal healthcare customer experience is not just personalized but also swift, automated, and highly efficient. Healthcare of the future will include automated systems that can comb through huge amounts of data in real time to provide the best patient experience. Data from various sources – ranging from post-visit feedback surveys and to preferred visiting schedules to predictive diagnosis and preventative action will be leveraged to create an experience like never before. Do you have the tools to leverage data to drive automated diagnoses?

Improving Internal Operations

Perhaps the biggest business challenge for healthcare providers is to improve their internal operations. This includes reducing response time, decreasing abandoned calls, enhancing digital presence, facilitating unified access to patient information, driving automated interactions or chat-bots, and more. These challenges can be adequately addressed by implementing the right customer experience technologies. The technology will empower agents with real time information and will allow them to serve the patients better.

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Learn more on how to select the right CMS for your business and excel the Digital Experience.

Reach out to our Adobe Experience Cloud Consulting team which specializes in helping you deliver seamless, intelligent, and personalized customer experiences.

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Over the past 20 years, we have completed thousands of digital projects globally. We have one of the largest and deepest multi-solutions digital consulting teams in the world. Our proprietary processes and years of Digital Experience expertise have earned us a 97% customer satisfaction rating with our clients ranging from Global Fortune 1000 to Mid-Market Enterprises, leading educational institutions, and Non-Profits.

DesignRush has recognized TA Digital as a top Creative Agency.

About TA Digital

TA Digital is the only global boutique agency that delivers the “best of both worlds” to clients seeking to achieve organizational success through digital transformation. Unlike smaller, regional agencies that lack the ability to scale or large organizations that succumb to a quantity-over-quality approach, we offer resource diversity while also providing meticulous attention to the details that enable strategic success.

Over the past 20 years, TA Digital has positioned clients to achieve digital maturity by focusing on data, customer-centricity and exponential return on investment; by melding exceptional user experience and data-driven methodologies with artificial intelligence and machine learning, we enable digital transformations that intelligently build upon the strategies we set into motion. We are known as a global leader that assists marketing and technology executives in understanding the digital ecosystem while identifying cultural and operational gaps within their business – ultimately ushering organizations toward a more mature model and profitable digital landscape.

Recognized in 2013, 2014, 2015, 2019, and 2020 Inc. 5000 list as one of the most successful technology companies in the United States, TA Digital is pleased also to share high-level strategic partnerships with world class digital experience platform companies like Adobe, SAP and Salesforce and possess global partnerships with industry leaders such as Sitecore, Episerver, Elastic Path, BigCommerce, AWS, Azure and Coveo.

Kirsten Oelrich

Written By

Kirsten Oelrich