In the third episode of a series of live reports from the CXPA Insight Exchange, Jeannie and Adam discuss new challenges and opportunities around the healthcare experience.
Decoding the healthcare experience
From more affordable reference pricing in healthcare to new technology changing out the industry works, a lot of going on in healthcare at the moment. One of the biggest changes taking place is the increased experience in the personal journey patients go through. At this year’s CXPA Insight Exchange, our co-host Jeannie Walters took to the stage with Jackie McAtee to share and evaluate a personal journey through the healthcare system. But they weren’t alone! Healthcare experience was a more prevalent theme than ever at this year’s event.
Leaders in the healthcare industry are realizing the experience is not just about appointments and exams. With a greater focus on empathy, they’re addressing healthcare as a service much like we approach customer experience.
What’s next? Adam and Jeannie share some exciting news about innovations in the healthcare experience. Great new tech is being used in tandem with a better understanding of the patient journey, and the result could transform how we all experience healthcare. Listen in!
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- Customers That Stick ® post, When Bad Systems Happen to Good People
- 360Connext ® post, The Intentionality of Patient Empathy
- Episode 117: CXPA Live, The Voice of the Customer
- Episode 119: CXPA Live, Predictive Analytics
- Episode 086: Dr. Adrienne Boissy, The Patient Experience
- Episode 004: Healthcare Customer Service
Take care of yourself and take care of your customers.