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Customer experience lessons from Walmart

August 12, 2019

interview with Janey Whiteside of Walmart

Many people talk about the patient centricity of today’s healthcare — especially when it comes to the customer experience. We like to think of it as the consumerization of medical care. And considering the tonnage of marketing produced every day by a retail leader such as Walmart, we believe that there are lessons to be learned from their playbook.

Here is an excerpt from a recent interview with Walmart Chief Customer Officer Janey Whiteside.

“It’s all about the customer, science, experience and care. You can imagine our lake of customer data that we augment with structured and unstructured data to get a great view of the customer. The customer science team is focused on metrics and measurement to feed our customer experience team, which is looking at customer journeys to improve experiences, eliminate pain points and anticipate future needs. The Customer Care Organization, our digital and phone contact center, is focused on delivering customer value and feeding back insight around how best to support customers so they don’t need to call us.”

How do you think these insights could contribute to your patient activation program?