But for an industry that has been traditionally dependent on in-person interactions, where do they begin? According to the research findings, it starts online.

The research notes 69 percent of respondents expect their health insurance company to make it simpler to evaluate affordable care and wellness options, yet 62 percent say current platforms do not accomplish these goals.


Additionally, 42 percent of respondents claim when providers and insurance carriers offer various options, the solutions are not relevant. Add that to the 40 percent who say these digitized processes take too much time to complete, and you have a recipe for failure. Consumers continue to desire digital experiences that are fast and easy, yet mobile healthcare lacks ease of use and divergent features.

Just like retail’s digital transformation, healthcare needs to follow suit. Consumers want to make appointments, access test results, pay bills and fill prescriptions – all with the click of a button. And as soon as healthcare organizations add and fine tune these capabilities to their digital platforms, the quicker they’ll improve the patient experience.

The importance of DCX on healthcare decisions will continue to increase at a rapid rate. Providers, payers and pharmacies taking heed of this trend will be better positioned to meet patient expectations and emerge as healthcare institutions of choice for the foreseeable future.

About the author: Alan Hughes, president of Healthcare and Life Sciences at NTT DATA Services, is president of the global Healthcare and Life Sciences practice. As head of the company’s largest industry segment, Alan is responsible for leading the growth, profitability and transformation of the global healthcare business. Alan has 30 years of leadership experience specializing in enterprise strategy development and execution, information technology, business operations and building high-performance teams to drive results in the healthcare and financial industries.

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