Kate McCarthy, senior analyst for Forrester Research, presents how new digital experiences are driving changing expectations everyday by using examples of what customer experiences look like in other industries and how to apply those lessons to healthcare. In this new format recorded live at the Connective DX Healthcare Executive Forum, Kate shares how her patient experience starts with parking, the need to turn health data into insights and the effect of customer experience on models of care.
Show notes
Air Date: April 13, 2016
Guest: Kate McCarthy, Senior Analyst, Forrester Research
| 0:47 | Recorded from the Connective DX Healthcare Executive Forum |
| 2:11 | Introducing Kate McCarthy |
| 5:04 | Customer experience is about moments of truth |
| 6:20 | Healthcare customer experience starts with parking! |
| 9:15 | Patients are in the driver’s seat for their care |
| 12:05 | In digital disruption, wearables are just the beginning |
| 14:29 | You can’t have really good digital without being able to turn data into insights |
| 18:20 | We’re not talking about patients anymore |
| 23:04 | Customer experience is not a project or initiatives; it’s a business discipline |
| 28:30 | Providers are hiring scribes because health systems are so complicated |
| 36:42 | Moving away from the current model of care |
| 37:32 | We can’t keep hospital beds filled anymore |
Recorded at the Connective DX Healthcare Executive Forum
This week’s episode doesn’t follow my traditional format of me interviewing a guest. Instead, it was recorded live during the Connective DX Healthcare Executive Forum, which was held in Boston on March 31. The forum was a gathering of senior healthcare executives from providers, payers, agencies, startups and technology vendors.
Special thanks to the Connective DX team led by James Gardner and Dave Wieneke. On top of being gracious hosts, they put out a great newsletter on digital experience and related trends called Connective Thinking.
About Kate McCarthy
Kate is an expert on healthcare operations, healthcare reform, healthcare IT (HIT) adoption, and HIT competitive intelligence, providing analysis of trends from strategic direction to operational functions.
At Forrester, she focuses on how healthcare organizations are leveraging technology to optimize organizational performance and engage patients in new, innovative ways in the age of the customer. Her research addresses the security, system rationalization, and tools necessary to turn big data into actionable insights.
Prior to joining Forrester, Kate was at Partners Healthcare, where she was responsible for supporting strategic and financial initiatives across Partners and its entities, notably Massachusetts General and Brigham and Women’s hospitals.
About Connective DX
Connective DX is a digital experience agency that helps organizations embrace the power of digital, align around the customer, and take control of their future.
The firm hosts the Delight Conference, dedicated to brands and professionals that care about making experiences people love. The two-day event in Portland, Oregon, gathers leaders working at the intersection of business, design and technology in an intimate forum that encourages big ideas, interactive discussions and lasting connections.
For more, visit ConnectiveDX.com.
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