The full article can be read on LinkedIn Healthcare Pulse

Meeting customers and patients “where they are” is already shaping up to be the healthcare consumer and patient experience mantra of 2018. Consumers are starting to demand it as their tolerance for slogging their way through the system of care decreases.

Marketers across industries have pivoted from old push/pull methods of customer interaction toward customer-centric engagement. This requires a deeper understanding of customer motivations to anticipate 'next best actions' to create an experience customers value. The past few years have brought a greater understanding to the customer journey and better data and analytics to improve the customer experience. Healthcare is also adopting practices from outside the industry. 

Healthcare marketing now has the tools, the talent and the momentum to make real headway in 2018. 

Continue reading this blog.

Benchmarking can be an effective tool to determine areas in need of process improvement and budget realignment with business goals. Used correctly, benchmarks are used to develop and continuously improve a high-performing organization. It is important to keep in mind, however, that a benchmark is simply a place to start—a point of reference for motivating action aimed at improving the organization’s future position.

Read the full article on benchmarks.

How the domain-driven design development philosophy can be suited to microservices

In November, I delved into explaining how microservices can be introduced into a large organization with well-established legacy systems. In this post, I cover domain-driven design (DDD) and how this development philosophy can be used to represent the real world in code while being well-suited to a microservices implementation.

Read blog 2 of 3.

Originally published on Healthcare Management Technology blog:

Consumerism has significant implications for understanding data analytics, including the need to better understand the healthcare customer before they ever become a patient. This emphasis on wellcare versus sickcare represents a massive shift for healthcare organizations that are beginning to look at data from multiple sources to ensure better outcomes. This includes a smooth patient experience from payer/provider selection diagnosis, admission, treatment, and post-treatment touchpoints.

Read the full post.

A Forbes and Sitecore study found that organizations have an average of 35 data gathering points, but little to no integration. This kinds of breakage in marketing and IT systems breaks down the customer experience and costs companies revenue in lost opportunity.

My article in Chief Marketer offers five ways for marketing to get their internal martech house in order. Read the full article.