Kyruus Blog

I had the pleasure of speaking to many of you this month in Boston at the 5th Annual Thought Leadership on Access Symposium (ATLAS) and I shared my own ideas on the customer experience. I shared my own personal stories of giving birth, of growing up with a dad who worked in the ER as a doctor for 35 years, and how today we are seeing the consumerization of healthcare. I met many of you and really enjoyed hearing how you work to create an improved patient experience for your healthcare clients. If you saw my closing keynote you know I believe customer experience is key in healthcare. The goal should be to create an experience that meets each customer’s needs in a personalized and convenient way. Systemness is a powerful way to join together the various aspects of healthcare to create a cohesive experience for customers.

It is in the most difficult times in a person's life that an organization has the opportunity to step up and make a difference. This is especially true in health care. A consistent patient experience is the key to providing a premium care experience and building loyalty. When we don't do this, customers are often inconvenienced, or at worst, receive costly, inappropriate care.