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Webinar Series
The right prognosis for CX
Webinar Series
Ben HudsonEditorial Director
Vision Critical
Darrell BenekerDirector, Consumer Insights
Aurora Health Care
Meet our speakers
Aurora Health CareAurora Health Care is on a mission to help people live well. This leading not-for-profit health care provider includes:
● 15 hospitals
● 70 pharmacies
● 150+ clinics
Challenges
Keeping pace with shifting patient expectations
More digital and retail choices available in fragmented market
Strategy
1 2 3Personalize
messaging for each segmented
patient group
Identify pain points in the digital
patient journey
Understand different market
segments
Delight and surprise consumers with innovative communication that enhances their care and wellness journey
It is essential to get communication right: the right place, right channel, right device,
right information, right message, right frequency and the right timing
Aurora Health Share insight community
Why an insight community?● Offers immediate insight
● Informs segmentation
● Creates a patient-centric culture
● Drives business strategy
● Engages internal stakeholders and community members alike
Use case: myAurorapatient portal● Helped prioritize messaging
● Gauged user reactions to potential enhancements
● Drove conversations with internal stakeholders
Measuring success
36%increase in myAurora
appointments
34%increase in patient
engagement
40%increase in website
engagement
23%patients enrolled in the portal
Leveraging the value of relationships● Increased the profile of research
for CX initiatives
● Data informed CRM strategy
● Key to introducing new products and services to market
● Influenced the launch of an employee insight community
Recognize there is not a one-size-fits-all user journey
Engage stakeholders early and often with actionable data
Be a strategic partner with your CX stakeholders
Socialize the value of the community
Key takeaways1
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Q&A
Darrell BenekerDirector, Consumer Insights
Aurora Health Care
