Between the move to the cloud, the use of artificial intelligence, telemedicine, and big data and analytics, 2017 has been the year of digital transformation for the healthcare industry. According to the Forbes Insights paper, Digital Transformation: Using Data-Driven Insights for Exceptional Customer Engagement, organizations today face the daunting task of pulling together “high-quality data on customers from multiple sources, and capturing insights from advanced analytics and software tools, so that [patient] engagement can be transformed across digital touchpoints.”
While mastering this skill may be a challenge, being able to do so puts organizations ahead of the pack, especially as the rules continue changing in today’s value-based care environment. With the right technology in place, healthcare organizations can collect clinical data, financial information, social determinants, and other behavioral factors about patients. They can utilize predictive analytics to help determine where to focus constrained resources in order to improve patient outcomes.
Through the use of video, healthcare providers can provide a more personalized, interactive approach that allow for deeper engagement and self-service, especially when it comes to discussing complex medical issues. As Jennifer Burak, VP of marketing at Rapt Media said, video has become a “two-way conversation, where the data that the video is able to deliver to the end viewer is much deeper, much more relevant, more powerful because it’s driven by our understanding of the viewer.”
The Forbes Insights paper discusses the complex topic of digital transformation, and provides:
- A roadmap for a digital transformation strategy that delivers unique, hyper-personalized, scalable, and relevant experiences in the right moment through the right channel.
- Perspectives from analysts, industry professionals and real-world users on the digital customer engagement transformation.
- Key takeaways and advice for businesses looking to invest in their own digital transformation journey.
Digital transformation is more than implementing the technologies, though. It requires a cultural shift to thinking about how organizations can deliver services better, be more adaptable and transparent. In one Forbes Insights study, respondents in sectors from manufacturing to financial services reported that the traditional top-down approach to innovation isn’t very effective. Leaders still must provide a road map, where they clearly communicate the types of ideas they’re willing to invest in, but from a cultural perspective, they need to empower employees to use the tools they think will work best to achieve their goals.
While challenges undoubtedly remain in the healthcare industry as more organizations move to digital transformation, a few things are clear. With a strong digital transformation strategy in place, and the right cultural shift, patient care can be transformed.
