We’ve reached the end of our first week of this year’s Christmas in July. As a quick recap, to send you into the weekend with some reading material, so far we have covered;
- Special Edition ServiceNow Insight and Vision Survey, Plus Transformation Insights from 2020 Report
- Supporting Return to Work Resource Bundle
Today we are taking a slightly different approach and focusing not on the whole platform or even just one product. Translating technology initiatives into strategies that solve unique industry challenges – in Finance, Healthcare, High Tech, Manufacturing, and more – can help organizations accelerate their journey of transformation. And that is exactly what we are going to dive into today.
Healthcare enterprises are in the spotlight, tasked with modernizing care amid global public health concerns, new treatment options, increasing industry consolidation, and the rise of personalized medicine. Both payors and providers now have new imperatives they must act on; delivering a consumer-grade experience to patients and employees alike is vital to ensuring long-term success in this new climate.
Understanding Healthcare’s Changing Ecosystem
These rising costs, changing patient demographics, evolving consumer expectations, new market entrants, and complex health and technology ecosystems will continue to change the way that healthcare organizations do business into the new decade and beyond. Although companies across all industries still offer consumers traditional channels and contact points with service employees, most consumers enjoy the convenience that digital options offers them and would not want to go back to the days when all transactions had to be dealt with in-person.
Health insurance lags behind other industries in providing an omnichannel experience, and their consumers have started to notice. Although most payers have begun to offer some of their services online, many of their users continue to opt for traditional channels, for a variety of reasons. The most obvious reason being that without a full commitment to evolve their Service Management approach, Healthcare organizations leave their consumers unsure if what they are seeking is available online. Rather than wasting their time to search, consumers tend to stick to their traditional ways that are tried and true. And for good reason. Often, the information consumers want is not available online or not available because it requires a changing from one channel to another. In many cases, changing channels cannot be done easily because the different channels are not connected in the first place.
These silos create major inconveniences and added time for your users; a consumer who leaves an online site and contacts an offline channel (ex. a call center) must often start all over again, a process that leads to frustration for consumers and increased costs for payers. Because most payers’ digital offerings do not provide an easier, faster experience, many consumers grudgingly continue to use traditional channels—but increasingly wonder why they need to do so.
These are exactly the questions that we took on in our 2020 Insight and Vision Survey and Report, not only across industry but by region and company size. The results are revealing where different subsets are focusing their business goals, where they are spending on technology platforms, and what challenges they are experiencing along the way.
And that is what we are sharing with you today, a brand new PowerPoint focused on Healthcare, with insights from our Insight and Vision Report as well as ServiceNow, McKinsey, and other analyst firms.
Download the full slide deck here to explore what Healthcare organizations are naming as their key strategic priorities, what they are using ServiceNow now for, and more.