Clayton Christensen’s great book, The Innovator’s Dilemma, describes disruptors and the challenges incumbent companies face in keeping up with the new entrant’s rate of improvement. Even great companies struggle because they are good at the wrong things. Many don’t survive.
The healthcare industry is in the midst of massive change, fueled by new innovation, changing regulations, and millions of aging baby boomers. Successful consumer-centric companies such as Amazon, Uber, Apple and CVS have entered the market with proven customer engagement strategies powered by advanced mobile technology.
In this episode, Greg Johnsen and Greg Kefer discuss the challenges healthcare companies face today and how their innovation mindset must evolve to engage on consumer terms, not the providers’ terms. Today’s patients are consumers and they’re using advanced mobile technology to manage things like travel, transportation, and shopping and that influences their healthcare experience perception. If the industry is serious about engaging patients, it must evolve.
About the Digital Conversations Podcast Series
Conversational technology and patient engagement are two technology trends sweeping through the three trillion dollar healthcare industry. In these short, interactive discussions, industry experts talk about how and where innovation is impacting the customer experience at hospitals, pharmaceutical companies, and the vast array of related services in the industry.