Consumers today have unprecedented power. While other businesses are shifting their focus toward delivering relevant consumer experiences, healthcare has largely stayed the same. And, until recently, it hasn’t had the imperative to change. However, pressures from governments and employers to lower costs and pressures from consumers to meet ever-rising expectations means that driving consumer engagement and redefining how healthcare organizations interact with people is no longer a luxury, but a necessity.
While the pressures forcing these changes are clear, the paths healthcare take to true customer-centricity aren’t. To shed some light on what these organizations need to do, Prophet conducted in-depth interviews with over 50 executives at hospital systems, payers, pharmaceutical companies and digital health companies across the U.S., Europe and Asia. Based on these conversations, Prophet identified five key shifts healthcare organizations need to make to become more consumer-centric.