Preparing for Healthcare’s Next Act
A guide to shaping the customer experience
Healthcare feels like it’s been on the verge of transformation for years, if not decades. But in a matter of months, the pandemic broke down long standing barriers and accelerated digital health at a pace few could have imagined.
The future of care is not just convenient and virtual-first, but designed around the customers' needs. Download our latest special report for a deep dive into three macro-trends powering this movement — plus actionable steps and tools for getting started with a reimagined customer experience.
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Some key insights from the latest findings…
- 25 million people are more likely to switch providers now than pre-COVID
- Consumers want a multi-touch, digitally-enabled experience and they’re willing to shop for it
- 27% of people surveyed have tried telehealth for the first time during the pandemic
- Those who are managing a chronic condition were more eager than most to embrace and see value in the new technology
- 74% of first-time telehealth users saying they’re willing to share genetic information and data
- Healthcare is moving toward a consumer-centered model where people can shop for care and share data with an endless array of apps and services
More research and perspectives
An emerging digital audience: First-time telehealth adopters
Our latest study reveals what first-time telehealth adopters can tell us about the virtual future of healthcare. This report provides an overview of first-time telehealth adopters, including their overall preferences and behaviors, to help you prepare for what’s next in healthcare.
Loyalty in Healthcare, post COVID-19
In a survey conducted by Hero Digital in August 2020, only about half of patients reported feeling loyal to their current provider, with individuals who have relocated or changed jobs being more likely to switch. This transition uncovers a potential audience of about 25 million who will be searching for a provider who can give them a seamless, integrated experience.
We are Hero.
A new kind of Customer Experience Company.
Born at the intersection of Business, Design, and Technology, we create experiences of Truth & Beauty to have a positive impact on people—and on the businesses that serve them. We’ve worked with healthcare leaders like Sunrise Senior Living, Spaulding Rehabilitation Network, and Universal Health Services, Inc. to create patient-first experiences that help people get back to engaging with life instead of with healthcare.
Talk to us about orchestrating and architecting a reimagined customer experience, including customer experience blueprints, digital transformation roadmaps, partner ecosystems, and more.
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