Having a strong customer experience (CX) cuts down costs, diminishes administrative spending, increases patient and member retention and also improves patients’ ability to make better decisions. Creating a comprehensive customer experience doesn’t happen overnight, but the key to achieving it comes from taking a “bone deep” approach.
Bone deep means developing a customer experience strategy that goes even further than the sales and marketing departments. It includes everyone from clinicians to IT to c-level executives. While they seem out of place, front, middle and back offices need to play a part in the customer experience. The same goes for a healthcare organization’s CX technologies—which should be comprised of all the technologies that help develop a customer who is engaged in their health.
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