The healthcare space is in flux right now. Regulations are changing; government, corporate, and consumer spending is unsustainable; the system's effectiveness is being challenged; technology offers us promise and complexity; demographics are changing rapidly; and consumer expectations are evolving, with new media channels make it easier to hear them. For everyone involved - insurers, physicians, pharmaceutical companies, hospitals, and patients - it is an uncertain time.
At Peppers & Rogers Group, we believe the way to navigate through these changes is by putting the customer at the center of industry. Healthcare organizations of all kinds will benefit from the current changes that are taking place, if they understand and act on the insights that their customers - healthcare consumers - are telling them. Customer-centric healthcare organizations will deliver better, and more cost-effective care to consumers, build greater customer satisfaction, engagement, and loyalty, and drive bottom-line benefits and long-term market-leading financial performance.
At our upcoming Healthcare Executive Summit on December 2nd at the Yale Club in Manhattan, I along with experts from the healthcare and customer strategy space will delve into what healthcare organizations need to focus on in this changing world.
Ingrid Lindberg, customer experience officer at CIGNA, and Elizabeth Boehm, principal analyst at Forrester Research will share their points of view alongside myself and Peppers & Rogers Group Founding Partner Martha Rogers, Ph.D.
We anticipate a lively discussion, and would love for you to join us.
We will be holding several of these events in the coming year, and hope to start the conversation about the future of customer-centric healthcare.
For those of you who can't join us in New York for the event, we will post an event follow-up in a future blog post.
I hope to see you there.
Marc Ruggiano is a partner with Peppers & Rogers Group. Contact him at marc.ruggiano@1to1.com