| | MAY 201919CIOReviewWHAT PATIENTS WANT?By Julio J Hernandez, Global Customer COE Lead, KPMGHow technology is strengthening customer experience in healthcare?Delivering a great customer experience has become a top priority for most brands. Companies in sectors ranging from hotels and retailers to banks and insurance companies are pulling out all the stops to offer strong, consistent service, both online and in-store, to attract and retain customers. It's something today's consumers have come to expect.Historically, the healthcare sector hasn't had a strong track record of offering exceptional customer service. Patient experiences have long been frustrated by inefficient scheduling systems, longer-than-expected wait times, difficulties accessing health records, and lack of information -- or even misinformation -- about what might be ailing them. While providing healthcare can be a lot more complex than providing products and services in some other industries, most consumers don't consider that when seeking care. Many still expect a positive experience, regardless of the industry.The healthcare system is changing as more organizations wake up to the importance of delivering better patient experiences. Many organizations are following the lead of successful customer-facing organizations in other sectors. A growing number of healthcare organizations are taking advantage of the latest technologies, offered mostly through digital platforms, to better serve patients. Consumers are catching on. Research shows 59 percent of the U.S. consumers today expect their health care digital customer experience to be similar to retail. Another survey shows 82 percent of consumers believe the health care industry should regularly meet or exceed their expectations, compared to just 46 percent in retail. The goal for organizations is to ensure their experiences require their customers to expend little effort, which research shows is the strongest tie to customer loyalty. Healthcare providers are responding to these increasing expectations by offering more efficient, personalized experience similar to what consumers may get from their favorite hotel, Julio J Hernandez
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