Better outcomes = Managing the Entire Customer Experience. ZMOT, UMOT and the Patient Journey
Better outcomes = Managing the Entire Customer Experience. ZMOT, UMOT and the Patient Journey
Change brings out the best, worst and everything in-between in both people and companies (after all, according to Citizens United, companies are people.)
Pharma, health care in general, hospitals, ACO’s, all are now forced to share the same overarching objective: patient outcomes. This shared objective has become the single greatest stimulus for panic, opportunity and innovation I have ever seen.…