New Digital Technologies to Educate and Engage Patients
By Nancy Fabozzi
INTRODUCTION
The digital revolution has radically altered the playbook for customer experience and relationship management. The concept references the ubiquitous online connectivity that envelops almost every aspect of modern life, including banking, retail, travel, entertainment, social networking, and, increasingly, healthcare.
Digitally enabled consumers expect and demand high levels of service and efficiency as well as continuous innovation. For example, people want all their digital interactions to reflect the same simple, easy online experience they have daily with Google, Amazon, Twitter and the like. Today, the expectation of the user-friendly online experience has become firmly ingrained in our collective psyche. Consequently, the bar for any online—and even offline—customer experience has been permanently raised. That’s why every commercial enterprise is intently striving to do better at how they attract, engage, and delight customers in the digital era. It’s a whole new world and it impacts all businesses. Healthcare organizations need to step up to the challenge. The following discussion provides insights on how new digital tools and approaches to patient education and engagement can be leveraged to ensure a great patient (and provider) experience that is the cornerstone of patient-centric, value-based care and healthcare transformation.
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