Delivering on the Promise of an Empowered Digital Experience

Through efforts to better understand the rapidly changing expectations of the healthcare consumer, Indiana University Health (IU Health) has embraced the shift to consumerism with strategies designed to deliver on the promise of a customer-friendly experience. Hear how IU Health’s digital experience strategies evolved to focus less on episodic patient satisfaction scores and more on amplifying the voice of the consumer throughout their decision-making process. Learn how they leveraged emerging technologies like chatbots to improve access through self-service opportunities and to encourage conversation and engagement throughout the patient’s digital journey.

Jeremy Rogers, Executive Director, Digital Marketing and Experience, Indiana University Health 
Brian Gresh, President, Loyal