1、Healthcare PracticeDriving growth through consumer centricity in healthcareProviding consumers with the experiences they increasingly expect and demand at every stage of the healthcare journey could substantially improve care and cost outcomes.March 2023 Marko Geber/Getty Imagesby Jessica Buchter,Je

2、nny Cordina,and Mark LeeRising consumer centricity in the United States is an inexorable force thats shaking up virtually all consumer-facing industries.Far from being immune to its effects,the healthcare industry is confront-ing an imperative not only to meet the evolving demands and expectations o

3、f consumers across the end-to-end healthcare journey but also to mirror the experiences consumers commonly enjoy when engaging with other sectors.Our research reveals that consumers are placing a higher priority on their wellness than in the past,while expressing continued frustration with the healt

4、hcare system.1 Meanwhile,incumbent health systems face a host of vexing challenges,including record inflation,supply chain disruptions,persistent workforce shortages,and the growing presence of new tech-enabled disruptors.2 Making the changes needed to become more consumer-centric is incredibly diff

5、icult for health-care companies,given core industry dynamics and a rapidly evolving care and coverage landscape.However,a large majority of industry executives acknowledge its importance.Ninety percent of surveyed healthcare provider executives and 100 percent of surveyed chief marketing officers id

6、entified healthcare consumerism as a top priority for their companies.3 To achieve their consumerism objectives,healthcare incumbents are looking at retail,tech,and other consumer sectors for inspira-tion to develop innovative solutions to well-known healthcare pain points across the end-to-end heal