Learn By Example To Improve the Customer Experience
Regular readers of eHealthcare Strategy & Trends are likely familiar with the exciting advances in digital patient care and communications. Whether it’s improved chatbot experiences, personalized websites, or new uses for smart technology, healthcare is making some notable progress in how it delivers the patient experience.
But when comparing this industry to others, healthcare can still learn by example.
“There’s a lot of innovation happening outside the industry, and bringing that innovation into healthcare is important,” says Venkatesh Korla, CEO of Element Solutions.
Korla and his colleagues at Element work to create digital solutions for enterprises to improve customer experience and business operations. Korla and Virgil Wong, Element’s executive director of digital experience/creative, sat down with us to share a few case studies that could provide some cross-industry inspiration.
Whether it’s retail, finance, or manufacturing, healthcare leaders can look at how other industries are changing the customer experience and find ways to translate that into better healthcare delivery.
In today’s retail industry, businesses strive to provide a positive customer experience that is consistent across brick-and-mortar locations as well as online platforms. That same kind of thinking should be applied to healthcare, Wong says, where providers strive to offer a good experience for patients throughout every communication channel — digital or otherwise.
In one case study, a nationwide auto parts retailer re-created online the assistance customers receive in a store, allowing for a more seamless customer experience.
“They leveraged the expertise on the website so customers could have a more guided approach and also added a chatbot function that not only helped customers find a product, it helped provide more context so the customer could find exactly what he was looking for,” Wong says.
Read the full article now: Optimizing the Patient Experience: Finding Inspiration in Retail, Manufacturing, and Finance Industries
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