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To mark the 20th anniversary of value-based care, health care innovation and value-based care (VBC) leaders reflect on how the industry has evolved—and why success over the next 20 years will depend on moving from payment reform to the infrastructure, data, and care models needed to deliver measurable outcomes.
Patty Hayward, General Manager of Health Care and Life Sciences, Talkdesk
“Provider organizations already under financial stress might balk at adapting their contact centers to support VBC or population health capabilities, but they should be reassured that it’s possible to incorporate proactive, value-driven processes without disrupting service or spending large amounts of time, resources, or budget.
“Modern customer experience (CX) technology makes customer service interactions not just efficient, but also profitable. The best example of that is how digitally savvy retail brands create upsell and cross-sell opportunities and tailor experiences based on customer preferences by integrating their contact centers and customer relationship management (CRM) systems.”