Executive Leader of Marketing and Strategy | Growth Architect | Brand Builder | Go-To-Market Plans | Innovation | New Product Pipeline
Patients today say they want a “customer-like experience” in healthcare. So why do so many organizations struggle to offer it? McKinsey pins the blame on a familiar culprit – siloed systems, channels and data. The solution is end-to-end customer healthcare journeys delivered through an integrated technology stack… so easy to say, so difficult to offer! It makes me proud that Delta Dental of Arizona continues to invest in science and technology to elevate the experience of our members! https://lnkd.in/gPQ-Vymt
Human-centered Design | Journey Mapping | Experience Design
5moGreat point, Jason! Silos are a significant roadblock to creating a truly integrated customer experience. Another culprit I see is reliance on quantitative data like surveys. Too often, organizations get stuck on the "what" without understanding the "why" behind behaviors. Digital ethnography, journey mapping, and in-depth interviews are invaluable tools for gaining that deeper understanding and developing truly effective experiences and marketing strategies.