Going Digital: Identifying and Engaging the Newly Empowered Healthcare Consumer

David Betts, Principal, and Josh Nelson, Principal, Deloitte Consulting, LLP.  Healthcare consumers today are demonstrating higher expectations for the level of service that they receive from their healthcare providers.  Driven in part by our increasingly digital and mobile world, these expectations are pushing providers to react and “up their game” when it comes to engaging with tomorrow’s customers today.  While there is not a one size fits all answer, providers have taken one of several approaches to address these new expectations.  Hear how providers are defining their customer/digital strategy, leveraging new and different technologies, and creating new experiences to meet a new dimension of consumerism in healthcare.