Augmented Customer Experience for 
US Payer Organizations 
Copyright © 2014 HCL Technologies Limited | www.hcltech.com 
Ho...
Changing Macro Environment in the US will bring in an imperative need for Payer CIOs to improve 
customer management and o...
Business Problems- Customer Outreach along with Unique User Experience are key concerns – 
Customer 
Outreach 
Program 
Su...
Mobility and Social Media are the key digital channels for Payer Organizations 
LEVERAGING MOBILITY Applications 
Mobile W...
White Paper – Augmented Customer Experience with Mobility and Social Media 
The US Healthcare industry is undergoing a sea...
Augmented Customer Experience - How to prepare for Digital Shift with Technology Innovation
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Augmented Customer Experience - How to prepare for Digital Shift with Technology Innovation

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With reforms led changes, a new healthcare system is emerging in the United States and these are times of challenges and opportunities for the payer CIOs. CIOs who rise above these changes successfully will take to better technology adoption as the key driver to improve productivity, reduce costs, better care management and improve customer experience. In this scenario, payer organizations will have to leverage the best of the technology innovations to build new capabilities in response to the changing times. Driven by reforms and the new ground reality of a consumer driven industry, this document presents a transformational journey on how HCL can leverage the best of technology innovation to improve customer experience in a cost effective fashion

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Augmented Customer Experience - How to prepare for Digital Shift with Technology Innovation

  1. 1. Augmented Customer Experience for US Payer Organizations Copyright © 2014 HCL Technologies Limited | www.hcltech.com How to prepare for digital shift with technology innovation?
  2. 2. Changing Macro Environment in the US will bring in an imperative need for Payer CIOs to improve customer management and overall Experience Drastic shift in consumer behavior with increasing number of members, doctors, brokers on mobile devices There have been more hits on web from the smart mobiles than from the traditional desktops and laptops. The days of emails are slowly giving way to interaction over social networks with increasing acceptance of platforms like Facebook, Google+, Twitter etc. Portals help enterprises’ offerings reach the consumers, enable social interactions around services offerings. It’s a matter of time by when most consumer oriented businesses would embrace this shift. This will enable enterprises to gain direct insights from their customers Technology has touched the lives of people in all walks of life today and innovations happen almost every second 2 Copyright © 2014 HCL Technologies Limited | www.hcltech.com
  3. 3. Business Problems- Customer Outreach along with Unique User Experience are key concerns – Customer Outreach Program Superior Cust. Experience Technology Innovation Customer experience management, which has become more important in the reforms led consumer driven scenario, There is an imperative need for organizations to improve their customer outreach capabilities Payer organizations will have to leverage the best of the technology innovations to build new capabilities in response to the changing times. ‘Better Customer Experience Management’ can be met by Payers by leveraging the following innovative technology mediums – Mobility & Social Media 3 Copyright © 2014 HCL Technologies Limited | www.hcltech.com
  4. 4. Mobility and Social Media are the key digital channels for Payer Organizations LEVERAGING MOBILITY Applications Mobile Web Application - which is easy to develop and device agnostic Native Application : which has an intuitive interface , leveraging best of OS platforms with additional features like augmented reality etc. Hybrid Application: Leveraging best of both the above technologies. However User Experience is not very attractive Shift in ONLINE INTERACTIONS PATTERNS Web 2.0 and rich internet solutions Social Portals. Social Networking Applications  Apart from just reaching out to the consumers, there is a lot of data available, that can be tracked to help the enterprises take intelligent decisions on their services and offerings  Portals help enterprises’ offerings reach the consumers, enable social interactions about their services offer an attractive platform for firms to know what consumers talk about them 4 Copyright © 2014 HCL Technologies Limited | www.hcltech.com
  5. 5. White Paper – Augmented Customer Experience with Mobility and Social Media The US Healthcare industry is undergoing a sea change and CIOs who rise above these changes successfully will take to better technology adoption as the key driver to improve productivity, reduce costs, better care management and improve customer experience. In this scenario, payer organizations will have to leverage the best of the technology innovations to build new capabilities in response to the changing times. A few questions that might concern Payer Organizations? 1. How is the changing customer landscape impacting US Payer Organizations? 2. How can the Payer Organizations succeed and excel in the new market place with changing Customer behavior? 3. What are those key technology tools and platforms which will facilitate transformation with in the Payer organization? CLICK TO DOWNLOAD THE WHITE PAPER 5 Copyright © 2014 HCL Technologies Limited | www.hcltech.com

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