{"id":546626,"date":"2021-08-31T05:26:00","date_gmt":"2021-08-31T05:26:00","guid":{"rendered":"https:\/\/www.capgemini.com\/gb-en\/?p=546626"},"modified":"2026-03-06T10:17:27","modified_gmt":"2026-03-06T10:17:27","slug":"driving-frictionless-customer-experience-in-healthcare","status":"archive","type":"post","link":"https:\/\/www.capgemini.com\/gb-en\/insights\/expert-perspectives\/driving-frictionless-customer-experience-in-healthcare\/","title":{"rendered":"Driving frictionless customer experience in healthcare"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-blogs header-hero-blogs\"><div class=\"container\"><div class=\"hero-blogs\"><div class=\"hero-blogs-content-wrapper\"><div class=\"row\"><div class=\"col-12\"><div class=\"header-title\"><h1>Driving frictionless customer experience in healthcare<\/h1><\/div><\/div><\/div><\/div><div class=\"hero-blogs-bottom\"><div class=\"header-author\"><div class=\"author-img\"><img decoding=\"async\" src=\"\/wp-content\/themes\/capgemini2020\/assets\/images\/cg-logo.png?w=200&amp;quality=10\" alt=\"\" loading=\"lazy\"\/><\/div><div class=\"author-name-date\"><h5 class=\"author-name\">Capgemini<\/h5><h5 class=\"blog-date\">31 Aug 2021<\/h5><\/div><\/div><div class=\"brand-image\"> <\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-intro-para undefined section section--intro\"><div class=\"intro-para\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/gb-en\/insights\/expert-perspectives\/driving-frictionless-customer-experience-in-healthcare\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https:\/\/www.capgemini.com\/gb-en\/insights\/expert-perspectives\/driving-frictionless-customer-experience-in-healthcare\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><h2 class=\"intro-para-title\">Patients and members are looking for a personalised, frictionless, virtual treatment and healthcare experience that is convenient, intelligent, and available on their terms.<\/h2><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-11 col-lg-10 offset-md-1 offset-lg-1\"><div class=\"article-text article-quote-text\">\n<p>We live in a world where pizza delivery gets to your home faster than the police \u2013 no offense intended members of law enforcement.&nbsp;Rather, kudos to all those technologists that have enabled the consumer to consume their company\u2019s product via a myriad of channels.<\/p>\n\n\n\n<p>Just the other day, I was rushing to get a birthday gift for a high school graduate.&nbsp;A few clicks later, recommendations to purchase a gift card&nbsp;for Fatback\u2019s Smokin\u2019 Racks \u2013&nbsp;a restaurant near the university he\u2019ll soon attend in the US&nbsp;\u2013 were top of my search results.&nbsp;Within seconds I&nbsp;was in an online chat&nbsp;with the restaurant manager about getting the gift card out to me&nbsp;ASAP because his birthday was in three days. This wasn\u2019t some mega-chain restaurant, but rather a single location, local business that embraced digital transformation to stay in business throughout the fallout from global pandemic.<\/p>\n\n\n\n<p>Much like at Fatbacks over the past year, lockdowns and social distancing have created the need for improving the efficiency of digital channels with personalised service in healthcare \u2013 albeit on a much larger scale. Member and patient priorities are not only driving more relevant experiences, but also ones that are easy to navigate and are available 24\/7 via any channel.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>76%&nbsp;<\/strong>of patients and members&nbsp;<strong>expect&nbsp;providers&nbsp;to understand their needs&nbsp;<\/strong><strong>and expectations<\/strong><\/li>\n\n\n\n<li><strong>84%&nbsp;<\/strong>say being&nbsp;<strong>treated like person<\/strong> not a number is important to&nbsp;securing their business<\/li>\n\n\n\n<li><strong>80%&nbsp;<\/strong>report that their&nbsp;<strong>loyalty is influenced by immediate responses to requests<\/strong><\/li>\n<\/ul>\n\n\n\n<p>In short, patients and members are looking for a personalised, frictionless, virtual treatment and healthcare experience. It has to be convenient, it has to be intelligent, and it has to be available to them on their terms.<\/p>\n\n\n\n<p>But how does a company evolve to deliver this experience?&nbsp;<a href=\"https:\/\/worldinsurancereport.com\/#\" target=\"_blank\" rel=\"noreferrer noopener\">Capgemini and Efma\u2019s 2021 World Insurance Report<\/a> calls it the CARE Equation approach (where CARE is an acronym for Convenience, Advice and&nbsp;REach).<\/p>\n\n\n\n<p>So, if your healthcare company doesn\u2019t have a personalised, omnichannel contact centre presence \u2013 get moving quickly. If Fatback\u2019s Smokin\u2019 Racks in Quincy, Illinois, is personalising its offers to impact purchasing decisions, so do you!<\/p>\n\n\n\n<p><em>If you\u2019d like <\/em><em>to learn how Capgemini\u2019s <a href=\"https:\/\/www.capgemini.com\/gb-en\/service\/business-services\/enrich-your-customer-interactions\/digital-customer-operations-for-healthcare\/\" target=\"_blank\" rel=\"noreferrer noopener\">Digital Customer Operations for Healthcare &nbsp;<\/a>solution leverages the CARE approach to drive frictionless patient and member experiences across the healthcare ecosystem, contact: <\/em><a href=\"mailto:scott.manghillis@capgemini.com\" target=\"_blank\" rel=\"noreferrer noopener\"><em>scott.manghillis@capgemini.com<\/em><\/a><\/p>\n\n\n\n<figure class=\"wp-block-image alignleft\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/3\/2021\/08\/Scott_Manghillis.jpg?w=300\" alt=\"\" class=\"wp-image-504354\"\/><\/figure>\n\n\n\n<p><strong><em>Scott&nbsp;Manghillis<\/em><\/strong><em> helps clients transform their technology into digital, omnichannel, personalised solutions.<\/em><\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"<p>Patients and members are looking for a personalised, frictionless, virtual treatment and healthcare experience that is convenient, intelligent, and available on their terms.<\/p>\n","protected":false},"author":103,"featured_media":559699,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"{\"uuid\":\"302c8b54-83f9-4306-86a6-4e2141cd6cec\",\"blogId\":\"\",\"domain\":\"\",\"sitePath\":\"\",\"postLink\":\"\",\"postId\":null,\"isSaved\":true,\"isCrossLink\":false,\"hasCrossLink\":false}","cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":false,"cg_dt_link_disabled":false,"_yoast_wpseo_primary_brand":"30","_jetpack_memberships_contains_paid_content":false,"footnotes":"","featured_focal_points":""},"categories":[4],"tags":[242,214],"brand":[30],"service":[],"industry":[],"partners":[],"blog-topic":[150],"content-group":[],"class_list":["post-546626","post","type-post","status-archive","format-standard","has-post-thumbnail","hentry","category-people","tag-business-process-outsourcing","tag-customer-experience","brand-capgemini","blog-topic-customer-experience"],"yoast_head":"<!-- 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