A guide to CX platform transformation
Healthcare executives leading the charge for CX transformation know the ideal future state of healthcare is – an omnichannel experience that drives engagement 365 days a year. However, in order to create this type of always-on experience, healthcare organizations need to take a platform approach.
Payers and providers must embrace this change and identify their path toward platformization to avoid disintermediation and remain on trend with changing consumer demands. With the emergence of platform technologies, organizations now have the option to work hand-in-hand with a platform partner to accelerate their transformation while maintaining the control and customizability they crave.
This guide walks through the top areas healthcare payers and providers must consider when evaluating whether they should take a build, buy or partner approach to investing in a CX platform.
- A new alternative to build or buy has emerged when it comes to healthcare platformization—build-by-partner.
- There are three key areas healthcare leaders should evaluate when choosing their path toward plaformization: timing and cost; control and flexibility; and ongoing innovation.
- Partners bring immense value to a platform build with their pre-existing technical infrastructure and offer long-term maintenance support.
“Organizations need to be very honest with themselves about what their own capabilities are for platform delivery. Most healthcare organizations are experts at delivering care but are not set up to build or maintain their own comprehensive, interoperable platform.”
Andy Truscott, Global Health Technology Lead at Accenture
