Building a Business Case for Healthcare Digital Experience

In today’s healthcare landscape, digital experience has become a strategic focus to improve business critical metrics like satisfaction and engagement. Post-COVID consumers expect seamless, secure and intuitive online interactions with healthcare organizations. Whether it’s scheduling appointments, accessing health records or finding a provider, your healthcare portal is now the primary gateway to member or patient engagement.

The challenge is balancing digital experience with robust security. Too little security exposes your organization to costly cyberattacks. Too much friction drives consumers away. In fact, 88% of users won’t return to a website after a poor experience.¹  That kind of engagement loss impacts loyalty and potential revenue, making digital experience a strategic priority.
So how do you strike the right balance between digital experience and security?

That’s what our ebook, Building an Effective Healthcare Digital Experience Business Case, helps you solve.

Key Takeaways:

• There is a cost to not prioritizing both digital experience and security. You should know what it is. 
• Insufficient security costs. The cost of a data breach is manifold: fines, remediation costs and customer retention. After a breach, some payers have experienced lower enrollments. Cost estimates for acquiring a new customer range from 5-25 times the cost of retaining an existing customer.⁴ No matter 5 or 25 times, it’s too high.
• A positive digital experience can affect health outcomes. Some studies have found that health portal use is associated with improved outcomes for patient with chronic diseases.⁵
• A positive digital experience can improve operational efficiencies. The cost of a live chat or phone call is 80x more expensive than mobile app or website costs.⁶ A positive digital experience encourages users to be online not on a call.
• Stakeholders expect you to produce numbers and ROI for a digital experience investment. Step 4 of building a business case is to determine your ROI. Download this ebook to learn how to make your case in just 5 steps.

References:

1. Top Website Statistics for 2023 – Forbes Advisor   7 Eye-Opening Website Statistics [Updated for 2023] (sweor.com)
2. 25+ Alarming Largest Healthcare Data Breaches Statistics 2023 (techjury.net)
3. https://jamanetwork.com/journals/jama-health-forum/fullarticle/2799961
4. Customer Acquisition vs Retention Cost – Statistics & Trend, Business Dasher, https://www.businessdasher.com/customer-acquisition-vs-retention-cost/
5. Using Patient Portals to Improve Patient Outcomes: Systematic Review, PubMed Central, https://pmc.ncbi.nlm.nih.gov/articles/PMC6940868/
6. Gartner Says Only 9% of Customers Report Solving Their Issues Completely via Self-Service, Gartner, https://www.gartner.com/en/newsroom/press-releases/2019-09-25-gartner-says-only-9--of-customers-report-solving-thei