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Advancing Patient Relationships
Through Digital Experience Technology
The Digital Future of Healthcare:
Digital Strategy • Application Integration • Web Development • Digital Support Services
Alex King becomes the fifth
contributor to the WordPress
Project (Ver 0.72)
2002
We lead the team that
champions WordPress to the
Enterprise, making it Disney's
CMS of record with a 5-year
Enterprise-Wide Program
2010
Crowd Favorite extends
scalable WordPress with API
architecture 2 years before the
WordPress Core REST API
2014
Crowd Favorite opens as the
the first agency focused solely
on scaling OSS & WordPress
for performance
2007
Our teams extend WordPress
to Facebook integration and
create one of the first full-
screen interactive WordPress
sites
2013
Crowd Favorite pioneers
the decoupled CMS two
years before it's used for
headless applications
2015
Crowd Favorite starts offering
deep personalization features
traditionally found in
AEM & Sitecore
2016
Open Source DXP
Crowd Favorite is building and
delivering the next generation Open
Source Digital Experience Platform
Today
A Long History of Leading Open-Source CX Innovation.
A Jack Of All Trades Is A Master Of None…
…But Oftentimes Better Than A Master Of One
That knew they needed a general practice
appointment in the last 12 months.
84% of the patients
Avoided making an appointment at all
55%
Avoided because they found it too difficult
26%
The Patient Relationship,
& Their Expectations are on the Move.
Problem: Advancing the Patient Customer Funnel within the UK
89%
Would like a better
way of booking than
the Call Queue
49% Booked by Phone
in 2022
10% Booked by Phone
in 2020
ONLY 31%
Offered a choice of
time or day
ONLY 22%
Offered a choice of
type of appointment
Sources: GP Patient Survey, an independent survey run by Ipsos on behalf of NHS England.
The survey is sent out to over two million people across the UK. & The interim NHS People Plan
Clinician Staff is expected to have a more varied & richer technology skill mix.
Shift from Administration Strategies to CX Strategies
Find new ways of working that are offered by technological innovation
Ease of Admin will create more time for Patient Care
Improved Patient Relationship & Engagement = Improved Care
Problem: Clinician Workflows and Staff are Changing Faster than Ever
Problem: The Promise of Digital Solutions to Improve Patient Care
Workflow Automation
of Administration
Telemedicine &
Remote Interactions
Virtual Reality &
Augmented Reality
Artificial Intelligence
& Data Analysis
CX Interaction Channels
& the EMR
Ad

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Advancing-the-Patient-Relationship-through-Digital-Experience-Technology

  • 1. Advancing Patient Relationships Through Digital Experience Technology The Digital Future of Healthcare: Digital Strategy • Application Integration • Web Development • Digital Support Services
  • 2. Alex King becomes the fifth contributor to the WordPress Project (Ver 0.72) 2002 We lead the team that champions WordPress to the Enterprise, making it Disney's CMS of record with a 5-year Enterprise-Wide Program 2010 Crowd Favorite extends scalable WordPress with API architecture 2 years before the WordPress Core REST API 2014 Crowd Favorite opens as the the first agency focused solely on scaling OSS & WordPress for performance 2007 Our teams extend WordPress to Facebook integration and create one of the first full- screen interactive WordPress sites 2013 Crowd Favorite pioneers the decoupled CMS two years before it's used for headless applications 2015 Crowd Favorite starts offering deep personalization features traditionally found in AEM & Sitecore 2016 Open Source DXP Crowd Favorite is building and delivering the next generation Open Source Digital Experience Platform Today A Long History of Leading Open-Source CX Innovation.
  • 3. A Jack Of All Trades Is A Master Of None… …But Oftentimes Better Than A Master Of One
  • 4. That knew they needed a general practice appointment in the last 12 months. 84% of the patients Avoided making an appointment at all 55% Avoided because they found it too difficult 26% The Patient Relationship, & Their Expectations are on the Move. Problem: Advancing the Patient Customer Funnel within the UK 89% Would like a better way of booking than the Call Queue 49% Booked by Phone in 2022 10% Booked by Phone in 2020 ONLY 31% Offered a choice of time or day ONLY 22% Offered a choice of type of appointment Sources: GP Patient Survey, an independent survey run by Ipsos on behalf of NHS England. The survey is sent out to over two million people across the UK. & The interim NHS People Plan
  • 5. Clinician Staff is expected to have a more varied & richer technology skill mix. Shift from Administration Strategies to CX Strategies Find new ways of working that are offered by technological innovation Ease of Admin will create more time for Patient Care Improved Patient Relationship & Engagement = Improved Care Problem: Clinician Workflows and Staff are Changing Faster than Ever
  • 6. Problem: The Promise of Digital Solutions to Improve Patient Care Workflow Automation of Administration Telemedicine & Remote Interactions Virtual Reality & Augmented Reality Artificial Intelligence & Data Analysis CX Interaction Channels & the EMR
  • 7. Simple, Right? Are We Ready to Snap our Fingers & Succeed?
  • 8. The 360° Customer Focused Omni Channel Concept § Every interaction with your Brand should be part of a singular experience, in a word: Personalized. § A genuinely seamless interaction centered on the customer & their perspective. § Focus on the Customer Journey: Leveraging your Brand & Content across many mediums. Customer
  • 9. What really developed was: A Multi Channel “Choice” Customer
  • 10. The Rush to add Multi Channel § Most Brands & Enterprises settled for far less than the promise § 15 % were functionally broken § 70% got by with slow & painful manual processes § ONLY 15% were delivering well & meeting business goals Admin Admin Admin Admin Admin Admin Admin Admin Admin Admin Admin Admin Admin Admin Admin Admin Admin Admin CX & Marketing Teams
  • 11. In 2010 Disney had Over 4000 Single Digital Channels
  • 12. Bundled together to provide diverse content and direct relationship with all customers. Data sharing and Personalization Hulu – ESPN – Disney + Creative talent, supplying premium content to all channels, which delivers the stories directly to Disney customers Disney Studio & Creative A new gaming unit creates a new vector of direct customer relationships & further customer interaction data points. Disney Interactive & Gaming Disney characters for consumer products; customer data from direct relationships lead to better products. Consumer Products Disney customers receive special access to parks and cruise experiences; the relationship moves from digital to the physical world Disney Parks & Resorts – Disney Cruise Line The CX Flywheel Networks provide supplemental and familiar relationship to customers; builds Disney brand ABC – FX – Sky Media Networks Attract E n g a g e D e l i g h t STRANGERS PROSPECTS CUSTOMERS PROMOTERS Growth Identity-Driven Personalization
  • 13. Bundled together to provide diverse content and direct relationship with all customers. Data Sharing and Personalization Hulu – ESPN – Disney + Creative talent, supplying premium content to all channels, which delivers the stories directly to Disney customers Disney Studio & Creative A new gaming unit creates a new vector of direct customer relationships & further customer interaction data points. Disney Interactive & Gaming Disney characters for consumer products; customer data from direct relationships lead to better products. Consumer Products Disney customers receive special access to parks and cruise experiences; the relationship moves from digital to the physical world Disney Parks & Resorts – Disney Cruise Line The 2022 - Simplified Disney Flywheel Networks provide supplemental and familiar relationship to customers; builds Disney brand ABC – FX – Sky Media Networks
  • 14. Finding the Balance of Human & Digital Workflows
  • 16. Open Source Technical Integrations Unified Brand Digital Experience Unified Process Marketing Team Customer Journey Analytics Personalization CDP CRM Marketing Automation DAM Testing & Optimization Commerce Digital Strategy Consulting Requirements & Road Mapping M a n a g e d S e r v i c e s C u s t o m W o r k f l o w & U X D e s i g n SaaS & Open Source Integrations Digital Experience Platform Development D i g i t a l E x p e r i e n c e P l a t f o r m A r c h i t e c t u r e C u s t o m A P I I n t e g r a t i o n s Kiosk Email Social PC Mobile IoT Wearables Search
  • 17. What Did We Learn from the Last 10 Years of Consumer Brand Investment? § Leading consumer brands have forged the way for the last decade to understand how to keep up in an ever-changing digital world. § Digital technologies are only valuable to the extent that they can be effectively applied to achieve organizational goals. § Defining the transformation before choosing the appropriate technologies rather than allowing a given technology to dictate the nature and structure of the architecture. § Digital transformation rests on the effective planning of your CX and DX strategies, do not think of it as a multi-channel plan in a unified way. § Find your Organizational balance between adapting the technology and your workflow. § Engage in iterative learning § Develop CX skills like the consumer brands have into the Customer 360 and how that creates a flywheel.
  • 18. Digital Customer 360 & How That Creates a Flywheel Courtesy of: ©Providence Digital Innovation Group Attract E n g a g e D e l i g h t STRANGERS PROSPECTS CUSTOMERS PROMOTERS Growth Unified Process Clinician CX/Admin Team
  • 19. Why Identity Is Critical To Fueling A Digital Flywheel Courtesy of: ©Providence Digital Innovation Group Attract E n g a g e D e l i g h t STRANGERS PROSPECTS CUSTOMERS PROMOTERS Growth Identity-Driven Personalization Purchase History Preference Geographic Pain Points Incentives Interests Trends Behavior Data Demographics Psycographics Inventory Payments
  • 20. Attract E n g a g e D e l i g h t CONSUMERS PROSPECTS PATIENTS PROMOTERS Growth Identity-Driven Personalization Clinical Medical record Clinical health goals & recommendations Services, programs & resources Curated third party offerings Operational Insurance coverage, network & deductibles Service, program & resource availability Capacity optimization approaches Curated third party offerings Population Predictive analytics Population health initiatives Engagement analytics Promotions & campaign target audiences Hedis metrics Behavioral Demographic, psycographic, geographic data Communication preferences Personal health goals, interests & incentive Lifestages Applying the Digital Flywheel to Healthcare Courtesy of: ©Providence Digital Innovation Group
  • 21. Karim Marucchi @KarimMarucchi CrowdFavorite.com Digital Strategy • Application Integration • Web Development • Digital Support Services Thank you! Want More Details? § Download the Presentation § Download the Providence Digital Innovation Group Flywheel Case Study § Get in Touch § Stop by the Booth to get Free Personalization Software for your Website. CrowdFavorite.com/GiantHealth