Not too long ago, we spoke of front-office versus back-office. The front-office dealt directly with customers. The back-office played crucial but supporting roles behind the scenes. Increasingly—and especially in healthcare—these layers are merging. Back-office systems are becoming front-office systems, as customers— especially younger ones—prefer mobile apps over human interaction.
These trends dictate complete transparency of any systems directly or indirectly affecting your customer’s journey. Healthcare is full of complex systems. Your customers—members, patients, providers, and partners—increasingly call the shots. Our challenge is to design, manage, and improve our
systems so we can maximize their smiles.