Diese Präsentation wurde erfolgreich gemeldet.
Wir verwenden Ihre LinkedIn Profilangaben und Informationen zu Ihren Aktivitäten, um Anzeigen zu personalisieren und Ihnen relevantere Inhalte anzuzeigen. Sie können Ihre Anzeigeneinstellungen jederzeit ändern.

The right prognosis for CX with Aurora Health Care

1.156 Aufrufe

Veröffentlicht am

How identifying and alleviating critical pain points in the digital experience helps Aurora Health Care exceed consumer expectations.

Veröffentlicht in: Gesundheitswesen
  • I like this service ⇒ www.HelpWriting.net ⇐ from Academic Writers. I don't have enough time write it by myself.
       Antworten 
    Sind Sie sicher, dass Sie …  Ja  Nein
    Ihre Nachricht erscheint hier
  • Get the best essay, research papers or dissertations. from ⇒ www.HelpWriting.net ⇐ A team of professional authors with huge experience will give u a result that will overcome your expectations.
       Antworten 
    Sind Sie sicher, dass Sie …  Ja  Nein
    Ihre Nachricht erscheint hier
  • You might get some help from ⇒ www.WritePaper.info ⇐ Success and best regards!
       Antworten 
    Sind Sie sicher, dass Sie …  Ja  Nein
    Ihre Nachricht erscheint hier
  • Gehören Sie zu den Ersten, denen das gefällt!

The right prognosis for CX with Aurora Health Care

  1. 1. Webinar Series The right prognosis for CX Webinar Series
  2. 2. Ben Hudson Editorial Director Vision Critical Darrell Beneker Director, Consumer Insights Aurora Health Care Meet our speakers
  3. 3. Aurora Health Care Aurora Health Care is on a mission to help people live well. This leading not-for-profit health care provider includes: ● 15 hospitals ● 70 pharmacies ● 150+ clinics
  4. 4. Challenges Keeping pace with shifting patient expectations More digital and retail choices available in fragmented market
  5. 5. Strategy 1 2 3 Personalize messaging for each segmented patient group Identify pain points in the digital patient journey Understand different market segments Delight and surprise consumers with innovative communication that enhances their care and wellness journey
  6. 6. It is essential to get communication right: the right place, right channel, right device, right information, right message, right frequency and the right timing
  7. 7. Aurora Health Share insight community
  8. 8. Why an insight community? ● Offers immediate insight ● Informs segmentation ● Creates a patient-centric culture ● Drives business strategy ● Engages internal stakeholders and community members alike
  9. 9. Use case: myAurora patient portal ● Helped prioritize messaging ● Gauged user reactions to potential enhancements ● Drove conversations with internal stakeholders
  10. 10. Measuring success 36% increase in myAurora appointments 34% increase in patient engagement 40% increase in website engagement 23% patients enrolled in the portal
  11. 11. Leveraging the value of relationships ● Increased the profile of research for CX initiatives ● Data informed CRM strategy ● Key to introducing new products and services to market ● Influenced the launch of an employee insight community
  12. 12. Recognize there is not a one-size-fits-all user journey Engage stakeholders early and often with actionable data Be a strategic partner with your CX stakeholders Socialize the value of the community Key takeaways 1 2 3 4
  13. 13. Q&A Darrell Beneker Director, Consumer Insights Aurora Health Care

×