Posts Tagged ‘patient engagement’

The previous 12 posts in this series have taken us on quite a journey. We started by defining the term “customer” in the context of pharma and med device, discussed why “customer” and “customer experience” (CX) matter in life sciences, and rounded it out by walking through each of the seven dimensions of CX maturity […]

The seventh (and final!) of the seven customer experience (CX) dimensions discussed in Perficient Digital’s CX guide is Culture. Even though it comes at the end, numerically, if you look at the diagram, it leads right back into strategy and the rest of the dimensions. That’s because it’s culture that actually keeps the CX wheel […]

The sixth of the seven customer experience (CX) dimensions discussed in Perficient Digital’s CX guide is Measurement. For those of you who have been with me through the previous five (and the other posts in the series before that), thank you! We are in the home stretch of translating Perficient Digital’s 24-page CX guide to […]

The fifth of the seven customer experience (CX) dimensions discussed in Perficient Digital’s CX guide is Operations. You can see in the diagram below that the first and most critical dimension, Customer Insight, sits squarely on top of Operations. That’s no coincidence! Technology + Operations = BFFs I’m sure you’ve experienced this before: you invest […]

The fourth of the seven customer experience (CX) dimensions discussed in Perficient Digital’s CX guide is Enabling Technologies. No matter how great your first three dimensions are (customer insight, strategy, and design process), without the right technology and surrounding business processes, you won’t be able to bring anything to life. CX Technology Selection Selecting the […]

The third of the seven customer experience (CX) dimensions discussed in Perficient Digital’s CX guide is Design Process. Once you have your customer insights (first dimension) and your strategy (second dimension), the next step is to tackle design. Remember that, in life sciences, “customer” means many things (e.g., patient, physician, clinical site, clinical subject, research […]

The second of the seven customer experience (CX) dimensions discussed in Perficient Digital’s CX guide is Strategy. You can see in the diagram below that it sits right on top of the first (and most critical) dimension: Customer Insight. CX Strategy Purpose and Scope Within the context of CX, strategy encompasses the description of the […]

While the thought of delivering a personalized experience in healthcare can be overwhelming, the value it provides is undeniable. As the industry moves to a more consumer-centric model, healthcare organizations need to engage with patients and members on an individual level. Healthcare organizations that utilize technology to provide a relevant, high-touch and personalized experience are […]

When it comes to patient engagement half the battle is understanding what the patient expects and the other half is meeting (or exceeding) those expectations. Patients, as consumers in other industries have rising expectations. And with technology rapidly changing the consumer landscape the demands of patients will continue to evolve. The healthcare consumerism movement has […]

As you prepare for your “healthcare everywhere” journey, you need to keep three questions in mind: Have you assessed your organization against the digital transformation maturity curve? Do you have a core foundation of Connected Health, interoperability, and data management solutions available as you mature? Have you created the necessary tools and campaigns to ensure […]

Our 2017 healthcare provider trend guide reveals the top 5 trends healthcare provider trends in 2017. These trends will help identify and prioritize technology investments in order to transform data into powerful knowledge that can enhance the patient experience and improve your overall business. My last post highlighted our first trend, Handing the Patient Portal […]

Last week I attended the 13th Annual Connected Health Symposium, in Boston, where the theme this year was ‘Digital Technology that Cares, Bringing the Human Element to Life’. As a strategist in Perficient’s Healthcare and Life Sciences practice, I am keenly interested in the latest innovations unveiled at this venue and their potential impacts on […]