Partnering with Reed Smith, we recently launched The Touchpoint Podcast - dedicated to in-depth, topical discussions on hospital and health system digital marketing and digital patient engagement strategies. In this regular podcast, we will cover trends in technology, processes, and approaches that are impacting hospital systems.
In the inaugural episode of the Touchpoint Podcast, we dive into the topic of Customer Journey Mapping and its impact on hospitals and health systems. The high-level concept is not new to healthcare, but it is commonly addressed in siloed efforts known as Patient Experience Mapping (in a non-digital way) and User Experience (particularly related to websites). We map out the framework of the Customer Value Experience Chain, including critical building blocks and activities that organizations should consider when mapping the online patient journey. Then we face-off in a fun “Touchpoint/Touch-Counterpoint” argument on the feasibility of journey mapping.