ross lucivero - southern california chapter of...

ROSS LUCIVEROManaging Director, Los Angeles

VERNDALE

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From our offices in Boston, Los Angeles, and Quito we design and build web, mobile, and commerce experiences that connect the dots of the customer journey – because a better experience leads to better business.

VERNDALE IS A FULL-SERVICE CUSTOMER EXPERIENCE AGENCY

EXPERIENCE IS EVERYTHING™

EXPERIENCE IS EVERYTHING

OUR 80/20 RULE

Designing, developing, and optimizing strategic customer experience technology

solutions that drive better outcomes.

Staying ahead of technology innovation, shifting market dynamics, and new business paradigms.

O P T I M I Z I N G F O R T O D A Y F U T U R E - P R O O F I N G T O M O R R O W

Download at whatsnecxt.com

NECXTMOBILE APPCurating the most valuable customer experience content on the web and putting it in the palm of your hand.

Download the NECXT mobile app at http://live.verndale.com/necxt-app

MOBILE APPS &THE PATIENTEXPERIENCEExploring the features and function of mobile apps in enabling a better patient experience.

Download at Verndale.com

UNDERSTANDING THEPATIENT EXPERIENCE

PATIENTS ARE PEOPLE

BLOCKCHAIN

VOICE ASSISTANTS

MIXED REALITY (AR & VR)

IoT & WEARABLES

ARTIFICIAL INTELLIGENCE & MACHINE LEARNING

REMOTE WORKFORCE

Blockchain technology enables sharing of secure information without a central source of record.

DECENTRALIZED& SECURE

Blockchain could streamline the arduous process of maintaining medical records and complicated billing practices.

UNTANGLINGMEDICAL RECORDS& BILLING

ABSTRACTING COMPLEXITY Businesses have always tried to abstract their business complexities away from their customers. Using blockchain tech could be a meaningful step towards simplifying the patient experience.

By 2021 over 1.8 Billion people are expected to use Voice Assistants on a daily basis.

54% of People using voice assistants say it makes their lives easier.

VOICE IS ANEXPECTATION

Six new HIPAA compliant Alexa skills have been launched by Amazon that allow protected health information to be transmitted without violating HIPAA Rules.

AMAZON, HIPAA& HITECH

THE BRANDS LISTED HERE HAVE APPS IN EITHER OR BOTH ALEXA & GOOGLE

ASSISTANT MARKETPLACES.

VOICE WILL BECOME THE PREFERRED INTERFACE

• Wait time look up• Remote waiting list sign up• Notifications to take medicine• Post release care support • Symptoms look up

HEALTHCARE USE CASES FOR VOICE TECH

• Find a doctor• Find a care center • Patient in room inquiries• Nurse call• Caregiver note taking

Consumers are using AR to bridge the gap between intention and purchase.

AR IS PART OFTHE BUYINGPROCESS

AR experiment with outcomes of elective treatments.

AR WILL BE PARTOF THE PX

Virtual Reality will enable training for complex procedures for Medical Professionals. Patients will have better, safer healthcare as a result.

VR WILL RAISETRAININGSTANDARDS

AIDING THROUGH IMMERSION

Virtual reality will allow patients to immerse themselves in situations to help treat everything from PTSD to fear of flying.

26 Billion IoT connected devices exist today. By 2022 over 900 Million people will be connected to a wearable 4G device.

Health & Fitness wearables are the fastest growing category.

CONNECTEDFUTURE

WE ARE ENTERING THE AGE OF ENLIGHTNEMNET WHEN IT COMES TO

KNOWING ABOUT OUR PERSONAL HEALTH

Having an immense supply of personal health data will unlock industry innovation that benefits the Patient Experience.

CONNECTEDHEALTH DATA

WHAT DO WE DO WITH ALL THIS DATA?

Imagine being able to get a discount on your health insurance because they know you’re an avid runner; or having your health monitored in real time from a physician.

Connected devices won’t only be used by patients. Doctors’ offices and hospital devices will all become connected.

THE SMARTHOSPITAL

HEALTH CONNECTED 24/7

All of the data gathered at healthcare facilities will be seamlessly merged with personal data to provide a 24/7 patient experience.

45% of end users prefer chatbots as the primary mode of communication for questions regarding customer service.

40% of millennials say they use with chatbots on a daily basis.

PEOPLE PREFERCHATBOTS

ARTIFICIAL INTELLIGENCE WILL REVOLUTIONIZE THE

1:1 PATIENT EXPERIENCE

AI will allow doctors make better informed decisions about their patients. Patients will value interactions with physicians more as a result.

PERSONALIZEDPX UNLEASHED

PROACTIVE HEALTHCARE

The combination of IoT and AI will shift patients to think about their health as series of ongoing refinements vs. reacting to crisis only.

50% of people are able to work remotely in some capacity.

90% of current remote workers will never go back to an office.

PEOPLE EXPECTMORE FROM HOME

TELEMEDICINE REDUCES DELIVERY COSTS WHICH CAN BE REALLOCATED TO

IMPROVE PX

Telemedicine is already being used as a replacement of in-person counseling but will go far beyond this.

MAINSTREAMINGTELEMEDICINE

HEALTHCARE DELIVERED

Patients will be able to combine IoT, mixed reality, and telemedicine to bring an enhanced healthcare experience to their home.

KEY TAKEAWAYSBLOCKCHAIN WILL STREAMLINE SECURE TRANSACTIONS

VOICE WILL BECOME THE PREFERED INTERFACE

IOT WILL BRING US TO A NEW AGE OF HEALTH UNDERSTANDING

AI WILL REVOLUTIONZE THE 1:1 PATIENT EXPERIENCE

TELEMEDICINE WILL REDISTRIBUTE INVESTMENT

THANK YOU QUESTIONS?

ross.lucivero@verndale.com