NOVEMBER 2023CIOAPPLICATIONS.COM8CXO InsightsIN MY VIEWoday, consumers interact with digital experiences for almost everything--banking, shopping, entertainment, traveling, and now health care. However, there is an "experience gap" between some of the most widely-used digital platforms--and logging into an electronic health record or a health care provider's website. Our patients are the same consumers who use Amazon, Netflix and their banking apps on a daily basis. It's no surprise that they expect the same digital sophistication with their health care experience. Consider my recent trip to a leadership symposium in Arizona. While at home in South Dakota, Delta Airlines sent a notification on my smartphone that my boarding passes were available and that I could check-in even though I was still hours from departure. Two simple taps on my screen and four seconds later, I was done. I am a frequent flyer, and my airline seat was upgraded automatically without any action required from me--the experience was personalized, and the airline reserved a window seat to align with my retained preference. Inside the Delta app, I could easily find restaurant and retail amenities for all of the airports that I traveled to and an estimate of how much time it would take to walk to my next gate.Arriving in Phoenix and clicking open my Uber app, I was "ushered" through the airport to the Uber pick-up site. I tracked my driver (picture and license clearly visible) as he approached, and the app even offered to select the style of music and interior temperature I preferred. Shortly after I arrived, I received an alert suggesting food delivery from Uber JARED ANTCZAK, CHIEF DIGITAL OFFICER, SANFORD HEALTHTRANSFORMING THE DIGITAL HEALTHCARE EXPERIENCE ­ STARTING FROM RURAL AMERICA TJared Antczak
< Page 7 | Page 9 >