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The company’s 2018 State of Consumerism in Healthcare report is out, subtitled, “Activity in Search of Strategy.” The most-used tactics for enhancing customer experience friction are providing easy-to-find phone numbers and customerservice training for staff.
I’m delighted to be in her collegial circle, speaking at the conference about the evolving healthcare consumer who’s financially strapped, stressed-out, and Amazon Primed for customerservice. I’m blogging live while attending HXD 2018 in Cambridge, MA, the health/care design conference convened by Mad*Pow, 26th and 27th June 2018.
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