Posts tagged "customer experience"

June 26, 2013

Payers Use Journey Mapping as Customers Navigate the New Healthcare Landscape

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The model for customer acquisition, conversion and retention is rapidly changing in countless ways for health insurance companies in the US; there’s no disputing that. But the real story behind that headline is that it’s about time!

Specifically, it is all about time… the time wasted when an applicant struggles to find relevant information whenever and however she chooses to research her options. It’s also about the time it takes a member to redundantly provide information to a health plan despite the fact that it already has his entire profile stored someplace. Finally it’s about the minimal time that young healthy “invincibles” typically spend with their healthcare providers annually, and the resulting limited opportunities to build relationships or establish brand loyalty among this coveted demographic.

In record time, health payers have come to realize that their members and prospective customers are not a monolithic bloc that responds well to the traditional one-size-fits-all approach for engagement.

The value is in the journey

The Affordable Care Act marks the beginning of a new chapter for healthcare payers. Rather than focusing primarily on transactions with brokers or large organizations for group health plans, the market has shifted to require direct engagement of individuals and families, making empathy and outreach more important than ever. Consumers, as a whole, are more technologically literate and expect their healthcare experiences to be personalized, intuitive and ubiquitous, like online experiences offered by most other industries today.

customer journey map

Delivering on the promise

Adobe is the global leader in digital marketing, trusted by 10 of the top 10 retailers, 10 of the top 10 automotive manufacturers, and 7 of the top 10 banks. Our solutions and services empower enterprises to engage consumers, modernize processes, and improve outcomes by more securely deploying personalized content across all media and devices, measure and optimize it over time, and achieve quantifiable business success.

In healthcare, we help our federal, state, and commercial customers to identify and educate diverse populations with unique needs and motivators; then, deploy effective marketplaces that deliver unique targeted experiences across every channel and screen to drive participation and retention. In fact, Adobe Marketing Cloud solutions are trusted to help power federal, state, and private health insurance exchanges in over 30 states.

In subsequent posts in this series, you’ll hear firsthand from some of those innovative customers and learn how our partnerships empowered them to forge confidently into the evolving healthcare landscape.  After all, for better or worse, it’s about time!

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June 20, 2011

Introducing the Adobe Digital Enterprise Platform

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Today, Adobe announced the new Adobe Digital Enterprise Platform for Customer Experience Management (CEM). Additionally, we introduced a new set of Customer Experience Solutions built on the platform. The news has particular relevance to Government in several respects.

We caught up with our own Rob Pinkerton, senior director of Product Marketing, to get his insights on the announcement and how and why it’s important for Government. Check out the video below.

Want to learn more? Visit Adobe’s corporate blog for a post and video from Rob Tarkoff, senior vice president of Digital Enterprise Solutions. And also swing over to the Experience Delivers blog to learn more about a Tweetaway our CEM colleagues are running the week of June 20.

We’re interested in your thoughts, comments and questions, of course. Leave a comment below or reach out to us on Twitter @AdobeGov or on our Facebook page. You can also keep in touch with our team focused on CEM on Twitter @AdobeCEM.

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June 9, 2011

A Conversation with Adobe VP of National Government Solutions (Part 3 of 3)

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Our recent conversation with Alec Chalmers, Adobe’s vice president of National Government Solutions, concludes today with the third of a three-part series. Alec is responsible for national state and local governments, and as well as select federal civilian agencies.

Today, Alec discusses:

  • 0:05 – What State & Local governments find most surprising about Adobe
  • 1:05 – How Omniture fits with Adobe’s enterprise offering and government
  • 2:10 – The future of government IT

 

If you haven’t yet, check out the first two parts of our conversation with Alec here and here.

You can keep in touch with Alec on Twitter @alec_chalmers and with the Adobe Gov team @AdobeGov.

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June 8, 2011

A Conversation with Adobe VP of National Government Solutions (Part 2 of 3)

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Our recent conversation with Alec Chalmers, Adobe’s vice president of National Government Solutions, continues today with the second of a three-part series. Alec is responsible for national state and local governments, as well as select federal civilian agencies.

Today, Alec discusses:

  • 0:05 – Federal and State & Local government IT – similarities and differences
  • 1:05 – Budget and technology challenges for government

If you haven’t yet, check out the first part of our conversation with Alec here. And stay tuned for the third and final part of the discussion Thursday, when we’ll cover:

  • What State & Local governments find most surprising about Adobe
  • How Omniture fits with Adobe’s enterprise offerings and helps support government
  • The future of government IT

Be sure to follow us on Twitter @AdobeGov, where we’ll highlight when the final portion of this conversation is live on the blog. And keep in touch with Alec on Twitter @alec_chalmers.

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March 21, 2011

Adobe & HIMSS 2011

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For as long as I can remember, I have been a closet techie-geek. Although I have never camped outside at the neighborhood electronics store to buy some new gadget gizmo (yet), I have always nurtured a keen interest in the ways technology may be leveraged to change behaviors or solve real problems. I may be a little biased, but in my opinion there is no better use of technology than for the modernization of healthcare. And since healthcare has been a hot topic lately, with robust incentives in place to help drive adoption of technology, lots of people are paying attention.

Perhaps that’s why the HIMSS 2011 conference broke all previous attendance records in February when 31,000 attendees from around the world assembled in Orlando to learn about the latest healthcare IT innovations.

In alignment with the theme of this year’s conference “Linking people, potential, and progress,” Adobe satisfied a twofold objective for exhibiting at HIMSS. First, we demonstrated our commitment to an evolving healthcare ecosystem by highlighting Adobe solutions that have impacted major segments, including payers, providers, and government agencies, with powerful digital experiences.

Next, we celebrated our engagement with the extensive network of developers and integrators throughout the Adobe partner community. Our exhibit theater provided a forum for select partners to deliver compelling presentations on relevant topics including:

  • “Collaborative Healthcare:  Improving the Patient Experience and Reducing Cost” by InteSolv
  • “Tomorrow’s Health Record: Mobile, Intuitive and Secure” by Ensemble
  • “Medicaid Provider Management & Member Eligibility Solutions” by eServices

Partner engagement, a major contributor to Adobe’s far-reaching success in healthcare, remains in focus as we leave HIMSS and prepare for our Enterprise Partner Community Conference in New Orleans. Emphasizing the power of intuitive and effective Customer Experience Management (CEM) solutions, Adobe will bring new meaning to this vibrant city’s alias “Big Easy.”

 

 

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March 17, 2011

Leveraging Online Analytics to Elevate Agency Performance

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Along with Federal Computer Week, we recently presented an event in Washington, D.C. focused on online analytics. The March 1 event was titled, “Leveraging the Power of Online Analytics to Elevate your Agency’s Performance”.

We were appreciative to have a great keynote speech by Bajinder Paul, Senior IT Advisor to the Associated Administrator, Office of Citizen Services and Innovative Technologies, General Services Administration. And the event also included a panel discussion with speakers including:

  • Phil Kemelor, Vice President of Strategic Analytics, Semphonic (Moderator)
  • Tim Fullerton, Director of New Media and Web Communications, Dept. of Interior
  • Mike Kruger, Director of New Media, Dept of Commerce
  • Rob Pinkerton, Senior Director, Industry Solutions, Adobe
  • Mike Evans, Senior Solutions Consultant, Adobe

We captured footage at the event, and spent some time with Rob to get his thoughts and perspective on the day. Check out the video below – and, as always, we’re interested in hearing from you in comments.

12:03 AM Permalink
February 3, 2011

A Conversation with Barry Leffew, Adobe VP of Public Sector: Part 2 of 2

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Our recent conversation with Barry Leffew, Adobe vice president of Public Sector Sales, continues today with the second of a two-part series. Today, Barry discusses:

  • 0:05 – The breadth of Adobe’s presence in Government today
  • 0:46 – Key trends in Government IT
  • 1:30 – The importance of customer experience and how it applies to Government
  • 2:25 – What the future holds for Government IT

 

If you haven’t yet, check out the first part of the conversation here.

2:32 AM Permalink
February 1, 2011

A Conversation with Barry Leffew, Adobe VP of Public Sector: Part 1 of 2

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We recently sat down with Barry Leffew, Adobe’s vice president of Public Sector Sales, to get his perspective on the company’s presence in the Government market. This is the first segment of a two-part interview.

In today’s video, Barry discusses:

  • 0:04 – His current role and background
  • 0:30 – A typical day
  • 1:00 – The history of Adobe in Government
  • 1:35 – PDF and Government
  • 2:20 – The evolution of Adobe technologies and Government

In part two, which we’ll post in the next couple days, Barry covers:

  • The breadth of Adobe’s presence in Government today
  • Key trends he sees in Government IT
  • The importance of customer experience and how it applies to Government
  • What the future holds for Government IT

Keep your eyes on this space for the second part of the conversation, or follow us on Twitter to be sure you catch it.

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January 25, 2011

Maximizing Web Presence

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Late last year, we hosted our second Adobe Government Assembly, which brought together over 500 attendees and speakers to discuss innovative ways to engage with citizens more efficiently.

Among the sessions was one focused on maximizing your web presence. It was moderated by our own Loni Kao Stark, and included some great speakers:

  • Selene Dalecky, Program Manager, Federal Digital System, Government Printing Office
  • Ronnie Levine, Chief Information Officer, Bureau of Land Management, Department of the Interior
  • Steven Webster, Director of Technology & Experience Innovation, Adobe
  • Andrew Wilson, Web and New Media Strategist, Substance Abuse and Mental Health Services Administration, Department of Health and Human Services

 

We caught footage of Loni talking with each of the speakers directly after the session and encourage you to take a look at the result:

You can also check out an Adobe Connect recording of the entire session here, or listen to a podcast of the same here.

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October 25, 2010

The New LiveCycle ES2.5 and Government

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Shortly ago today, Adobe announced LiveCycle ES2.5. We sat down with Marc Eaman, evangelist for Adobe’s Enterprise business, to get his perspective on the new release and how LiveCycle is used by government agencies.

  • 0:03 – Marc’s responsibilities and background
  • 1:08 – LiveCycle ES2.5: what drove development; some of the new capabilities
  • 3:45 – LiveCycle in Government, including how agencies use it today

You can follow the LiveCycle team on twitter @AdobeCEM, and check out their blog here.

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