Key Points

● You need to consider the entire end-to-end journey of your customers/patients to best understand how to reach and interact with them.

● Craft your environment (whether physical or digital) with intentional design to positively impact customer/patient experience.

● Follow-up and education regarding your product/service should meet customers/patients where they are. This may require new models of engagement or education utilizing technology advancements.

● Matching the correct reimbursement model to your desired workflow is essential to a successful care model.