We are living in the Conversation Economy. With the proliferation of messaging platforms and mobile devices, we live in an always-on, on-demand culture with instant access to each other. We “like,” we “comment” and we “share” – everything we do speaks. It has changed the way we communicate and has influenced our expected experiences with businesses.
But focusing on consumer experience is still relatively new in healthcare. Patients today are expecting more than just episodic care transactions; they’re behaving more like consumers and want personalized, easy interactions with providers.
Is your organization ready to successfully engage consumers in the Conversation Economy? Six signs include these capabilities:
Bottom line: we need to remove friction and create better experiences. And the right technology can help us do that.
Healthcare no longer has permission to deliver long, arduous interactions. Organizations must find ways to fit into people’s lives and exceed expectations. We must do more than just have episodic transactions with patients. Today it’s about delivering meaningful and personalized conversational experiences that create value in our relationships.
Editor’s note: Allscripts recently formed a partnership with Conversa Health, an automated patient conversation platform, to power Allscripts CareInMotion™ Engage.