Moving into Consumerization

Boris Rachev, Global Health Economist and Health Industry Strategist, CSC. In order to adapt to a future consumer-driven healthcare system, healthcare organizations will need to improve their market strategies in three main areas: a) offer products and service portfolios based on consumer insights and personalize according to preferences, health status, care utilization patterns and likelihood to purchase; b) engage consumers in the care delivery process with tools and programs that give them incentives to practice healthy behaviors and participate dynamically in their treatments; and c) provide compelling end-to-end consumer experiences that increase satisfaction, trust, and brand loyalty.  Boris discusses how these trends in B2C are making a difference for providers, and offers ideas on how they can meet the demands of patients to provide better treatment options, interactions and lower costs.