Maslow’s hierarchy of CX: Digitally enabling a sentient healthcare consumer experience
Healthcare, even in regular times is perpetually dynamic and transformational. The pandemic has brought the healthcare industry center-stage. The new standards of normal puts healthcare in the driving seat; both in-terms of dealing with the crisis, as well as becoming an essential layer in every single interaction that people have.
In this webinar, our experts focus on a contactless future.
77% of consumers expect to increase their use of touchless technologies to avoid interactions that require physical contact, an even larger portion of users when it comes to healthcare.
With the Pandemic disrupting business models and consumer engagement, the time is now to Capture, Rethink and Redesign CX by creating a seamless digital experience. Emerging technologies plays a vital role in today’s world in upscaling the healthcare ecosystems. Institutional and conventional healthcare practices will see a more tech-centered framework to create a contactless and touchless era.
Capgemini’s Applied Innovation Exchange (AIE) brings together experts engaged with major healthcare players in creating this contact-less future, along with an enterprising start-up, CEMPIA, a Digital Patient Experience Platform.
The 45 minutes session will highlight crucial healthcare elements:
- Moving towards a high touch digitally sentient consumer journey in healthcare – around the core theme of Capture, Rethink and Redesign
- The cross-pollination of the healthcare consumer journey to other experiential focused industries
- Repositioning the CX strategy in the post-COVID world
Innovations in service, care models and information delivery have the potential to revolutionize the future of healthcare and Capgemini works with industry experts and leaders to implement these advances in a way that benefits the provider, the payer and the patient.
A touchless tomorrow is not just a remote possibility
This pandemic has had an indelible effect on consumer behavior, notably shifting priorities towards health and safety. The Capgemini Research Institute is releasing a series of research notes with pragmatic guidance on how organizations can take action on the things that matter in the wake of COVID-19. Read here.
Chief Technology & Innovation Officer, Capgemini India
Nisheeth Srivastava is responsible for driving Capgemini’s agenda for technology and innovation and expanding and enhancing the role of India in making Capgemini the preferred innovation partner for clients. He enables this by leveraging Capgemini’s sectoral and cross-domain expertise and the rapidly evolving technology landscape. As the Chief Technology & Innovation Officer from India, Nisheeth leads the Applied Innovation Exchanges and Sector Hubs in India to create a powerful value proposition for strategic client footprint while additionally building an enabling ecosystem of partners to help power our global Innovation network.
Vice President, Market Solutions and Strategies, Healthcare, Capgemini Financial Services
A result-oriented Healthcare Technology Executive backed with Subject Matter Expertise in healthcare clinical delivery, operations, technology, data and analytics consulting and in-depth understanding of regulatory, clinical and business needs of the US healthcare ecosystem. Jayanthi has actively overseen healthcare technology sales, business and practice development initiatives to expand, grow and establish market presence. Jayanthi has carried out several big-ticket programs including implementing E2E platform to efficiently serve special needs Medicaid population for a large behavioral health organization and developing Hospital Readmission Reduction Program (HRRP) predictive analytics.
Founder & CEO, Cempia Patient Experience Management Platform
Anupam is the Founder and CEO of Cempia. Anupam has over 16 years’ experience in Analytics, Product Development and New Business Innovation. An MS in Quantitative Economics from Indian Statistical Institute and MBA from HEC Paris and MIT Sloan (IEP), with strategy specialization from Harvard Business School, Anupam leads a bunch of very talented professionals in the field of analytics, technology, big data, social, mobile, cloud and consulting. They have created multiple Analytics products from Customer Experience Management to Text Analytics. The Decision Labs (Cempia) is working with the finest Hospitals and creating State of the Art experience with in-depth analytics and Action workflows.
CEMPIA stands for Customers Experience Management Platforms for Insights and Actions. CEMPIA is a Multi-channel, Multi-lingual , Digital Patient Experience Management Platform to understand Patient Experience at every touch point in the Hospital. CEMPIA helps in-house marketing and information dispersal. CEMPIA is also used effectively for Customer Intelligence, Staff Appreciation and Operational Analysis. CEMPIA captures patients’ feedback, suggestions and complaints through a series of applications, and solves any dissatisfaction Real Time.
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