How CX is changing Healthcare

Every business has been affected in some way over the last two months, but none more so than Healthcare. Not only from the perspective of the phenomenal workers administering care, but from the leaders having to make decisions on how to run the business to best serve patients and workers. Decisions which aren’t easy, but can be made more effectively when have an idea of those patients and workers’ feelings and immediate needs. We continue our series on leadership during uncertainty as Jennifer Wright provides great insight on the impact of customer experience in healthcare, and how she’s adjusting her strategies to be as effective as possible for customers and the business. Jennifer is the Director of Experience Analytics at Magellan Health, which is known for it's expertise in complex healthcare challenges, where she’s leading a massive transformation of the CX program, overhauling the approach to customer analytics and setting new corporate standards and governance. Presented by The Future of Customer Engagement and Experience (www.the-future-of-commerce.com), where you can find our section of information dedicated to leadership, data, and current news around COVID-19.