{"id":558299,"date":"2021-09-22T09:52:00","date_gmt":"2021-09-22T09:52:00","guid":{"rendered":"https:\/\/www.capgemini.com\/us-en\/?post_type=research-and-insight&#038;p=558299"},"modified":"2026-04-14T04:07:15","modified_gmt":"2026-04-14T09:07:15","slug":"reinventing-customer-experience-in-healthcare","status":"publish","type":"research-and-insight","link":"https:\/\/www.capgemini.com\/us-en\/insights\/research-library\/reinventing-customer-experience-in-healthcare\/","title":{"rendered":"Reinventing customer experience in healthcare"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2022\/05\/DCO-Digital-Customer-Operations-for-Healthcare-banner.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2022\/05\/DCO-Digital-Customer-Operations-for-Healthcare-banner.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2022\/05\/DCO-Digital-Customer-Operations-for-Healthcare-banner.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2022\/05\/DCO-Digital-Customer-Operations-for-Healthcare-banner.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2022\/05\/DCO-Digital-Customer-Operations-for-Healthcare-banner.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2022\/05\/DCO-Digital-Customer-Operations-for-Healthcare-banner.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2022\/05\/DCO-Digital-Customer-Operations-for-Healthcare-banner.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2022\/05\/DCO-Digital-Customer-Operations-for-Healthcare-banner.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2022\/05\/DCO-Digital-Customer-Operations-for-Healthcare-banner.jpg\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:50% 50%\" loading=\"eager\"\/><\/picture><\/div><div class=\"heroPictureCardHeaderShape\"><\/div><div class=\"container\"><div class=\"row\"><div class=\"col-md-12\"><div class=\"box\"><div class=\"boxTagWrapper\"><div class=\"tagInfo\"><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">Reinventing customer experience in healthcare<\/h1><\/div><div class=\"inner-row-insight download-btn\"><\/div><\/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-2\"><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\/us-en\/insights\/research-library\/reinventing-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\/us-en\/insights\/research-library\/reinventing-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-8\"><h2 class=\"intro-para-title\">Drive frictionless digital customer interactions for your patients and members across the healthcare ecosystem<\/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=\"grid-container\"><div><div class=\"article-text article-quote-text\">\n<figure class=\"wp-block-image\" id=\"attachment_635253\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/4\/2021\/09\/Scott_Manghillis.jpg?w=300\" alt=\"Scott Manghillis\" class=\"wp-image-527561\"\/><figcaption class=\"wp-element-caption\">Scott Manghillis, Go-to-Market Lead for FS &amp; Life Sciences, Capgemini\u2019s Business Services<\/figcaption><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">This collection of blogs, articles, and interviews gives you insights and advice on how your organization can reinvent customer experience for the healthcare industry to deliver a frictionless, personalized, digital-first customer experience for your patients and members.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">These insights are based on learnings from the recent experience of Capgemini\u2019s <a href=\"https:\/\/www.capgemini.com\/us-en\/insights\/research-library\/ramping-up-customer-experience-cx-from-interaction-to-engagement\/\" target=\"_blank\" rel=\"noreferrer noopener\">Digital Customer Operations<\/a> team in driving a more meaningful, productive, and frictionless relationship for our clients and their customers:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/www.capgemini.com\/us-en\/2021\/08\/driving-frictionless-customer-experience-in-healthcare\/\" target=\"_blank\" rel=\"noreferrer noopener\">Driving frictionless customer experience in healthcare<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/www.capgemini.com\/us-en\/2021\/09\/capgeminis-care-the-key-to-customer-experience-excellence\/\" target=\"_blank\" rel=\"noreferrer noopener\">Capgemini\u2019s CARE \u2013 the key to customer experience excellence<\/a><\/li>\n\n\n\n<li>Humanizing healthcare \u2013 superior customer experience in insurance<\/li>\n\n\n\n<li>Top healthcare contact center trends used with Amazon Connect<\/li>\n\n\n\n<li>Three technologies that drive enhanced CX in healthcare contact centers<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">To learn more about how Capgemini\u2019s <a href=\"https:\/\/www.capgemini.com\/service\/business-services\/enrich-your-customer-interactions\/digital-customer-operations-for-healthcare\/\" target=\"_blank\" rel=\"noreferrer noopener\">Digital Customer Operations for Healthcare<\/a> helps you deliver a superior, frictionless patient and member experience, contact: <a href=\"mailto:scott.manghillis@capgemini.com\">scott.manghillis@capgemini.com<\/a> To stay up to date with our latest thought leadership pieces, product launches, and news \u2013 <a href=\"https:\/\/go.capgeminigroup.com\/l\/95412\/2021-09-06\/5f7gry#;\" target=\"_blank\" rel=\"noreferrer noopener\">click here<\/a><\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"<p>Drive frictionless digital customer interactions for your patients and members across the healthcare ecosystem<\/p>\n","protected":false},"author":103,"featured_media":558301,"template":"","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"{\"uuid\":\"87f3cf4c-1652-47a0-a8a2-a571f31f4f9d\",\"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,"footnotes":"","related_resource_url":"","related_resource_id":0,"related_resource_size":"","related_resource_type":"","cg_author":0,"_yoast_wpseo_primary_theme":0,"primary_term":"","featured_focal_points":""},"tags":[],"research-and-insight-type":[],"theme":[],"brand":[],"service":[],"industry":[],"partners":[],"content-group":[],"class_list":["post-558299","research-and-insight","type-research-and-insight","status-publish","has-post-thumbnail","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.7 (Yoast SEO v27.8) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Reinventing customer experience in healthcare - Capgemini USA<\/title>\n<meta name=\"description\" content=\"Revolutionize healthcare with a digital-first customer experience. 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