Healthcare Predictions 2018

Forrester's Customer Insights

Digital Will Disrupt Siloed Healthcare Ecosystems in 2018 For those who have alarm fatigue from all the times disruption has been predicted for our industry, but never came to fruition, this time is different. digital business customer experience DevOps digital digital strategy digital transformation health insurance healthcare pharmaceutical

Why Healthcare Organizations Should Focus on the Consumer


As out-of-pocket healthcare costs continue to increase, patients are doing more research when they search for a healthcare provider. To understand the role of consumerism in healthcare, we spoke to Preston Gee, vice president, strategic marketing at CHRISTUS Health.

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11 Ways Avaya Technology can Improve Veterans’ Healthcare


Studies continue to show that veterans’ healthcare needs are increasingly complex. Given the right communications tools and mobile devices, government healthcare providers, are convinced that care would be improved. 5% of reported hacks in 2014 were in healthcare.

The payment engine in healthcare, with Jennifer LeMieux of Gaffey Healthcare — CB21

Customer Bliss

Welcome Jennifer LeMieux of Gaffey Healthcare. The payment engine in healthcare – episode overview. Jennifer is Chief Customer Officer at Gaffey Healthcare. I can’t believe we’re at 21 episodes of The Chief Customer Officer Human Duct Tape Show.

Customer Experience Innovation in Healthcare, With Jackie McAtee – CB56

Customer Bliss

Episode overview. Jackie McAtee, Vice President of Marketing and Customer Experience for Mayfair Medical Imaging, and I discuss her path from hospitality and marketing to her hybrid role of both marketing and customer experience.

Four Ways Healthcare Organizations Can Embrace Virtual Assistant Technology

West Monroe

Virtual assistant technology is primed to improve interactions across the healthcare industry; make sure your organization is ready to capitalize. The promise of virtual assistant technology for healthcare is already widely visible.

6 Data Protection Tips for Healthcare Companies


Earlier this year, the private healthcare information of over 91,000 Medicaid clients in the United States were compromised. According to reports, the two exchanged emails that contained the private healthcare data of the clients. Tips to Avoid Data Breaches in the Healthcare Sector .

Guest Blog: How to Create Customer Loyalty in the Healthcare Space


This week on our Friends on Friday guest blog post my colleague, Brie Tascione, writes about the importance of improving the customer experience in the healthcare industry to improve loyalty and reduce frustration.

Who’s Improving the REAL Experience of Healthcare Customers?


The healthcare industry in the United States is very focused on patient experience right now. But healthcare is an ecosystem. Take the amount of paper healthcare customers encounter. I hope the healthcare industry continues to invest in patient experience.

Strengthening the Pulse of Customer Centricity in Healthcare

Think Customers

The healthcare industry is undergoing dramatic changes, not the least of which is an increased focus among payers (healthcare insurers) and providers (physicians, hospitals, clinics, etc.) But payers aren't the only healthcare industry participants that are blazing new trails in customer centricity. As last week's PegaWORLD 2015 conference indicates, life sciences and other healthcare companies are also getting into the mix.

CASE ARTICLE: Desert Oasis Healthcare – Using Patients’ Perceptions to Improve Services and Star Rating

Happy or Not

The US healthcare delivery system is going through a major transition from a volume-based enterprise to one that measures value, quality, and patient satisfaction.

5 Tips to Creating a CX Program in Healthcare Insurance


According to Aetna, 22 million people are expected to purchase individual healthcare coverage in 2016. How can healthcare insurance providers position themselves to be the chosen provider among these individuals?

A Powerful Model For Better Patient Experience & Healthcare - Frank Reactions

Tema Frank

The post A Powerful Model For Better Patient Experience & Healthcare appeared first on Frank Reactions. Patient experience has a long way to go in many medical offices (Photo by Vicki Timman on Flickr). Patient Experience is Often Frustrating for Doctors, Staff & Patients.

The future of healthcare CX is in the palm of your hands


The post The future of healthcare CX is in the palm of your hands appeared first on ForeSee. Healthcare Insights Mobile mobile CXHow many times did you pick up your smartphone today?

Why Physicians Should Care About Online Reviews


Online reviews and public feedback from other patients are an important research tool for healthcare consumers. . Patients are hoping to learn more about what other patients experienced with their healthcare providers. Education Healthcare

A Shot in the Arm for the No Good Healthcare Experience


The post A Shot in the Arm for the No Good Healthcare Experience appeared first on Customer Experience Consulting. It was supposed to be a routine, but necessary, appointment… At my son’s physical, we noticed a weird thing and were referred to a dermatologist. (I’m

5 Ways to Improve the Patient Experience in 2016


I had never attended a conference solely focused on healthcare, so I learned a lot about what innovative healthcare systems are doing to improve the patient experience. Healthcare […].

Why CX pros in healthcare won’t want to miss these ForeSee Summit sessions


One in particular we’d like to highlight is healthcare, The post Why CX pros in healthcare won’t want to miss these ForeSee Summit sessions appeared first on ForeSee. Events Healthcare ForeSee Summit

Web-Based and Text Messaging Services for Healthcare

Magellan Solutions

The post Web-Based and Text Messaging Services for Healthcare appeared first on Magellan Solutions. healthcare outsourcing medical scheduling physician appointment setting text messaging service for physicians

Outsourcing Healthcare and Pharmaceutical Inbound Call Handling

Magellan Solutions

Healthcare and pharmaceutical industries are evolving the past few years. Small to medium sized healthcare companies are outsourcing services to boost their sales, without having to hire more staff. healthcare outsourcing Inbound call center pharmaceutical call center

As CVS Goes Post-Digital, Walgreens Reverts to Pre-Digital

Forrester's Customer Insights

One company is pushing the boundaries of retail healthcare; the other is looking back a century for its marketing ideas. advertising age of the customer B2C marketing corporate strategy digital marketing healthcare marketing & strategyFor a case study on how marketing must break from past practices, one needn’t look further than two recent announcements, one from CVS and the other from Walgreens.

Revolutionizing Service Culture in the Healthcare Industry

Up Your Service

In recent years the healthcare industry has undergone – and continues to undergo—massive changes. Healthcare organizations must partner more closely with their patients, with organizations in the public sector, and with each other, to deal with the new challenges and expectations.

Customer experience innovation: A shift in how to think about it

Customer Bliss

Align Around Experience arrival customer experience innovation customers as assets delivery experience innovation healthcare innovation manage customers as assets simplification

Reasons to Consider Outsourcing Healthcare Call Center Services

Magellan Solutions

These days, service quality isn’t a luxury – it’s the bare minimum for customers who expect healthcare providers to be efficient and attentive. Healthcare call center services deliver a range of benefits.

NextGen Healthcare’s VoC Program Improves Client Retention and Strengthens Client Loyalty


NextGen Healthcare helps ambulatory care organizations transition to value-based care by empowering them to nurture and build healthier patient communities at a lower cost with its technology-enabled solutions. Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here.


Healthcare Research: In Healthcare We Trust

QuestionPro Audience

The current state of healthcare in America is contentious, to say the least. The media and politicians, some even overseas, offer their takes on the pros and cons on universal healthcare–but understanding the industry is not so simple.

Generation Z statistics: New report on the values, attitudes and behaviors of the post-Millennials

Vision Critical

Business Strategy Customer Experience Employee Engagement Innovation Marketing Research consumer goods finance healthcare media and entertainment retail technologyGeneration Z, the cohort born between 1996 and 2010, is ready for the spotlight.

Watch Out Translators, Google Wants Your Job!

Forrester's Customer Insights

Google after second shot disrupting healthcare-and Apple-with Health 2.0 Capitalizing on the demand for digital healthcare solutions, Google rolled out its HealthX API platform through Apigee at Health 2.0 customer engagement digital business healthcare voice servicesannouncement Google made several announcements Wednesday around new hardware, software, and developer tools.

What Happens To CX If CVS Buys Aetna?

Experience Matters

While there may be a lot of value in a combined company’s increase in power in drug distribution, what might this healthcare vertical integration mean for customer experience? Customer experience Healthcare Aetna CVS CVS/Caremark Healthcare reformCVS made an offer to buy Aetna for more than $66 billion.

Outstanding Patient Experience: Create Through Communication | #peopleskills

Kate Nasser

Customer Service Hot Topics and New Bits Listening Power Patient Experience People Skills Soft Skills care communication compassion customer experience doctors emotional intelligence empathy experience healthcare interaction interpersonal skills kindness listening patient people skills

Consumer Good Unclear in CVS/Aetna Merger

Forrester's Customer Insights

In healthcare deals, […]. age of the customer Amazon B2C marketing customer experience digital business healthcare mergers & acquisitions (M&As) amazon customer service digital strategy digital transformation health insurance PBM pharmacyCVS and Aetna have formalized a merger agreement with CVS set to acquire Aetna for roughly $69 Billion dollars. In deals of this nature, approval hinges on one thing: consumer good.

Three Ideas to Re-Humanize Patient Experience

Experience Matters

Customer Connectedness Customer experience Barry Schwartz Cleveland Clinic Healthcare Healthcare reform John Stossel New York-Presbyterian Hospital patient experienceI was recently interviewed for an article that discusses a post where Fox News journalist John Stossel describes his experience as a lung cancer patient at the New York-Presbyterian Hospital. First of all, I hope that Stossel’s treatment is successful.

Deliver Top Notch Customer Service Even in Highly Regulated Industries

Kate Nasser

Customer Service Hot Topics and New Bits Customer Care customer experience customer satisfaction finance government healthcare insurance procedures real estate Ultimate Customer ServiceLeaders ask: Can we deliver top notch customer service even in highly regulated industries.

Outbound Call Services for Healthcare and Pharmaceutical Industries

Magellan Solutions

Most healthcare organizations provide resources that offers customers their products and services. A number of outbound call services are available for healthcare and pharmaceutical industries, including, but not limited to, the following: • Telemarketing.

The Advisory Board Acquisition Signals The Rise Of Integrated Networks

Forrester's Customer Insights

UnitedHealth Group’s acquisition of The Advisory Board Company’s healthcare business for $1.6B acquisition of Truven was one of the first signals of the epic, increasing value of healthcare data. Healthcare organizations […]. advanced analytics data insights healthcare systems of insightis the largest deal of its size for insurers, injecting the organization with new data resources, professional services, and research expertise. IBM’s 2016, $2.6B

Creating A Customer-Obsessed Health Plan: Talking with Curtis Kopf of Premera

West Monroe

I listen to customers every day, and I know they struggle with the cost and complexity of our healthcare system. I am so excited by the talent we have been able to bring to Premera to tackle healthcare’s biggest problems. Healthcare is undergoing a technology transformation.

Patient Perspectives Important for Future of Healthcare


This week: Two healthcare industry thought leaders say the industry needs to use the patient perspective as a metric to assess the value of healthcare. This means that the healthcare industry needs to use the patient perspective as a metric to assess the value of healthcare.

Verint Helps Humana Offer Robust Customer Service


One of the leading healthcare service providers in the United States, Humana needed to streamline the work it was doing in its back office several years ago due to significant growth. It was also interested in surfacing trends and hidden insights, as well as creating more transparency about employee performance.

Three Ways Big Data Impacts the Healthcare Industry

Peppers and Rodgers

bigdata healthcare The New York Times recently published a story outlining the potential benefits and dangers in predictive health analytics. The article, "When a Health Plan Knows How You Shop" highlights an experiment by the insurance division of the University of Pittsburgh Medical Center to incorporate information like household incomes, education levels, and marital status into its forecasting models for future use of health services.

Use 15 Not So Obvious People Skills Truths

Kate Nasser

15 people skills truths from The People Skills Coach™ for positive interactions about success in business. Especially helpful for technical professionals, doctors, scientists & non-intuitive types. The post Use 15 Not So Obvious People Skills Truths appeared first on