How changing consumer expectations are forcing providers to change their experience

Becker's Healthcare September 23, 2021
In collaboration with Optum

Consumers’ digital experiences outside of healthcare are setting a high bar for what they increasingly expect to receive in healthcare. A set of six consumer beliefs is driving change in all industries, including healthcare. These beliefs are:

1. Buy first and research second; 2. It shouldn’t be this hard; 3. No surprises, please; 4. How well do you really know me? 5. I may not be as loyal as you think; and 6. Don’t you forget about me.

At Becker’s Patient Experience + Marketing Virtual Forum, in a session sponsored by Optum and moderated by Optum senior strategist Danny Fell, a panel of consumer and marketing experts discussed implications of these changing consumer beliefs for providers. The panelists were:

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