Scaling Concierge-Level Care

As consumers continue to be more involved in their own health and personal care, digital solutions such as on-demand chat and tele-health services as a means to access care are on the rise. These solutions create an opportunity for companies to offer convenient and personalized health experiences both in a remote and physical setting. To augment the consumer experience pre-, during and post-purchase or procedure, organizations are also integrating leading technology—AI, app, chat, video, CRM and connected wearables—into their offerings, allowing for greater insight into consumers’ concerns and personal needs, as well as the ability to better meet new demands going forward.

This research paper explores the that ways health providers can meet the needs and expectations of today’s hyper-informed consumer who is involved and expects a personalized solution no matter the channel. Focusing on the pre- and post-purchase experience, this research presents how companies can generate not only greater value, but also consumer confidence and loyalty through accurate and in-the-moment support.

Published October 2020

Key Topics

Cloud Synthesis

Retailers are sitting on a wealth of data, but these valuable insights often get lost between disparate teams and siloed channels. Data-driven communication channels can help optimize communication between factories, warehouses, stores and other supply chain elements, sharing key information between partners through cloud infrastructures and keeping everyone on pace to deliver excellence.

On-Demand Support Network

Using human support to connect with consumers and deliver relevant information as needed, moving away from AI and automation to create a 1:1 experience.

Anticipatory Support

Retailers are applying machine learning and data aggregation tools to anticipate consumer behaviors and needs based on situational or emotional contexts and provide service or product recommendations. This includes using data generated by mobile apps to create a unified view of a member's shopping behavior and preferences, as well as leveraging RFID and other technologies to detect items that shoppers are interacting with in order to target shoppers in the moment and drive incremental retail...

Virtual Consults

Brands and retailers are using virtual platforms to streamline conversation between consumers and experts, providing analyses and solutions tailored to each customer for optimal product results. This includes leveraging AI-supported conversational assistants that use natural language processing to help shoppers effortlessly navigate questions.

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