Interactions with an omnichannel patient: The challenge of implementing it in a company.
Omnichannel interactions are fundamentally improving the patient experience in many industries. Providers and Funders must act now to keep up with the growing expectations of their patients and customers.
Omnichannel is much more than simply establishing a new technology: it also requires a comprehensive change management effort.
In this article, we have highlighted the crucial success factors for an omnichannel transformation of four areas: customers, processes, IT and organization.
Omni-channel transformations require significant investment. In addition, building and refining the required IT platforms can take years, so we believe it is critical to establish a clear prioritization from the outset to realize significant value in the early stages of the transformation.
Given the complexity of an omnichannel transformation, early success can be crucial to align the organization, gain buy-in, increase focus and drive commitment to bold change. Here's how.