Outmaneuver uncertainty in consumer expectations

With the onset of COVID-19, what was once considered the “norm” of combining both physical and digital health consumer touchpoints has rapidly shifted to primarily digital in social and health interactions at every stage. Alongside the social distancing requirements are the emotional reactions and responses that still have to address expectations for seamless consumer experience. Consumers are responding to health concerns for different reasons and factors. Health providers and payers are evolving their products and services to keep pace with consumer changes.

Linda MacCracken, Clinical Innovation Consumer Lead, Accenture, Casey Rucins, Digital Health Lead, Fjord, and Martha Cotton, North American Research Lead, Fjord, discuss Redefining New Marketing and Strategy Elements in the Wake of COVID-19 in this Accenture-sponsored, American Hospital Association Society for Health Care Strategy & Market Development (SHSMD) webinar.

Listen to the webinar to learn:

  • How COVID-19 has shaped consumer expectations.
  • How providers and payers can use segmentation and mindsets to redesign activation, engagement and retention.
"You need to be preparing for this to be a marathon of continual engagement and opportunity to pull people in as they navigate this new normal."

— Casey Rucins, Digital Health Lead, Fjord

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