Evolving the Healthcare Digital Customer Experience

I recently had the pleasure of speaking with David Edelman, a highly sought-after marketing and digital transformation advisor and lecturer, about how healthcare journeys can be improved and how AI is evolving healthcare to new levels.

7 Key takeaways from the conversation:

• Knowing where the value is, is key to starting a digital transformation

• An aligned leadership group is required for a successful transformation

• Focus on the customer journeys

• Engage and incentivize employees to ensure momentum, as these projects can take years to deliver

• Customer expectations have increased due to the pandemic including their demand for more transparency, especially in pricing

• AI is going to enable incredible leaps in healthcare processes and outcomes

• Extra: The economics and experience behind the long CVS receipt