Experience transformation: The role of healthcare CX platforms in eliminating fragmentation and friction

Innovation leaders know the ideal future state: become a digital destination, drive engagement 365 days a year and connect online and offline experiences. But how can organizations achieve this vision quickly and efficiently?

To better understand how healthcare leaders are thinking about leveraging technology and CX platforms to solve their most critical challenges, Becker’s Hospital Review conducted roundtables and interviews with several healthcare leaders from both provider and payer organizations. Participants included the chief digital officer for Columbia, S.C.-based Prisma Health and Aetna's former chief innovation and digital officer. This report is based on those conversations.

Key learnings include:
  • 4 digital experience trends identified across patients and members
  • An overview of the technology infrastructure necessary to support greater convenience in the patient experience
  • A 3-point assessment of a platform approach to healthcare consumer engagement

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