Customer Experience

Learn how Community Health Network (CHNw), a leading Midwest health system, used an analytical technique called MaxDiff (maximum-difference or best-worst scaling) to leverage insight from consumer research, enabling healthcare strategists to prioritize which functional, communications, and human…
Learn how, with a highly personalized strategy, Kish/Northwestern uses six strategic approaches to help develop stronger community connections, which have led to increased access to hospital services, use of preventive screenings without overuse, and greater awareness of the system brand as a…
In this session, patient access experts from Houston Methodist will discuss the strategies and tools they have utilized to streamline a complex referral process and create a better experience for both patients and providers.
How can you profitably grow your urgent care business? Is it possible to delight consumers and physicians alike? How can you earn consumer respect and trust? How can you use urgent care to drive lifetime patient loyalty? This session covers Sentara Healthcare's journey to drive urgent care growth…
To make its website as sweet as the town's iconic chocolate bar, Penn State Milton S. Hershey Medical Center took a patient-centered approach when redesigning its web presence. In this session, hear how Penn State used patient input throughout the redesign and how those approaches influenced the…
St. Luke Health System turned its outdated online brochure into a dynamic website that drives engagement and empowers patients. Healthcare consumers expect the digital experience to be as easy to use and personalized as Amazon. But with the tight restrictions placed on patient information and…
Gundersen Health System is using an online consumer panel to make and validate marketing decisions. As hospital and health system leaders and marketers, we must evolve to meet the expectations of the engaged healthcare consumer. But how? Many of us have adjusted our business models or made changes…
In this one-hour webinar, Jared Johnson of Phoenix Children’s Hospital, will join Dave Wieneke, the originator of the HDX Index. They will discuss how hospitals can baseline to assess their own progress year over year, and to track themselves against best practices and marketplace competitors.
In this one-hour webinar, Jared Johnson of Phoenix Children’s Hospital, will join Dave Wieneke, the originator of the HDX Index. They will discuss how hospitals can baseline to assess their own progress year over year, and to track themselves against best practices and marketplace competitors.