To flourish in an industry flooded with new, digital-first market entrants, healthcare organizations must place consumer experience at the center of everything they do. Today’s consumers expect health plans and health systems to deliver the same kind of convenience as companies in the retail and banking sectors, and there are myriad clinical and operational benefits to creating a consumer-first experience. Organizations that invest in comprehensive, integrated experience transformation can gain lifelong customers and grow business profitability amid disruption.
During a virtual roundtable sponsored by League and hosted by Modern Healthcare in March 2022, Mike Butler, past president of Renton, Wash.-based Providence health system, led a conversation about CX transformation with four marketing executives representing a mix of health systems and payers. The experts discussed prioritizing CX as a business imperative, making cultural changes for experience improvement, measuring experience across the care continuum, and overcoming challenges associated with disparate point solutions.