Disruptive technologies are transforming the way we work and play, but perhaps more importantly, technological advances in artificial intelligence (AI), automation, and data-driven innovations will redefine Canadian healthcare.
It's a revolution marked by greater connectivity, big data insights, and targeted and predictive care. It's also one driven by the understanding that Canada's patients are also customers who share the same expectations for their healthcare providers as they do for their retail, financial, and other commercial partners.
As organizations in other industries turn their focus to developing customer-centric operating models, healthcare organizations will need to adopt more patient-centric approaches to meet the changing needs of patients (customers).
We have the means to better assess, monitor, and predict healthcare needs. That’s shifting the focus of healthcare from being something that’s primarily aimed at people who are sick to services and products that proactively promote health and wellness – and do so in a way that’s tailored to each individual.
— Gordon Burrill, National Leader for Health and Life Sciences, KPMG in Canada
Understanding your customer
Customer (patient) choices have always been influenced and governed by multiple factors, but never has this been as complex and subject to disruption as it is today. The Five Mys framework helps identify what individuals value in an experience, understand the moments that matter to them, get smarter about the connections that contextualize their lives, and learn about the trade-offs they make with time and money. How these factors work in concert across an individual's different life stages and events is key to unlocking real insights and predicting what will drive the customer of tomorrow.
Designing customer experience excellence
Based on nearly a decade of research and more than two million evaluations across multiple markets, we have identified and validated six fundamental components of every great customer experience. The Six Pillars are inextricably intertwined and, when combined, provide a powerful mechanism to help decision makers understand how a strong customer strategy is executed.
Developing a winning strategy for healthcare
For healthcare providers and organizations, delivering customer experience excellence comes down to empowering patients to become stewards of their own health and wellness. This means providing them with access to their health data (and the ability to share it with whomever they choose), giving them the tools and access to proactively monitor their own health and delivering personalized, on-demand care that suits their lifestyle, personal circumstances and preferences.
So are we. Let's do this.
Speak to one of our customer experience advisors today.
All statistics quoted are from 2018 Me, my life, my wallet survey results.