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Engage Consumers Infographics January 08, 2016

Provider Transformation: Consumer Experience As the Next Competitive Differentiator

Partner, Health & Life Sciences, Oliver Wyman
Key Takeaway
A differentiated experience is now required to keep healthcare consumers engaged & to drive loyalty - @Helen_Leis

The gap between what most healthcare companies deliver and what most healthcare consumers experience has increasingly become too large to ignore. According to a Forrester Research analysis, 80% of companies report that they deliver a superior consumer experience, while only 8% of their consumers agree. This disconnect is setting up experience to be the healthcare industry’s next major competitive di­fferentiator. Oliver Wyman Partner Helen Leis, with the MMC Provider Transformation team, shares the following slide to illustrate how sustainable success in provider transformation now increasingly requires a differentiated experience to keep consumers engaged and to drive increased patient loyalty:

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