Aligning the Digital Customer Experience with Business Objectives

David Betts, Principal, Josh Nelson, Principal, and Quinn Solomon, Principal, Deloitte Consulting, LLP. Healthcare organizations are working to meet and exceed the expectations of their increasingly digital and engaged customers while simultaneously meeting their business objectives. As organizations explore various digital tools and technologies to meet these expectations, they are faced with questions like whether they should add another solution to their portfolio or try to enhance the capabilities of their EMR to support these needs. With multiple solutions, they must also think about how to create a cohesive and integrated digital experience that supports business objectives such as margin improvement and risk management. Hear how providers are approaching this issue, and tools and considerations that can be used.