Seven capability areas distinguish healthcare organizations that offer leading consumer experiences.
McKinsey & Company
Core technology
Data and analytics
Defined experience metrics across the organization aligned with performance management systems
Measurement
Consumer experience capabilities
Closed-loop system of collecting concerns and acknowledging and responding to them, as well as proactively identifying potential needs
Consumer care
Personalized omnichannel engagement across the healthcare journey
Marketing and communications
Clear consumer experience vision and aspiration championed by leadership; robust market and consumer insights
Strategy and insights
Cohesive experience-focused culture enabled by cross-functional communication and support
Mindsets and talent
Platforms, infrastructure, and core technology that enable a consumer-centric view
Core technology
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Integrated data, predictive analytics, and automated decision making used to enable experience
Data and analytics