Point of View

Drive Healthcare Customer Experience with a OneOffice Mindset

May 11, 2021

Blue Cross Blue Shield Louisiana’s digital transformation roadmap in partnership with Capgemini

Improving customer (or patient) experience is at the heart of healthcare transformation. COVID-19 has further exacerbated the need to accelerate digital healthcare initiatives to drive consumer-centric healthcare services. However, internal silos, fragmented approaches, unclear business cases, and accumulating process debt hold us back from realizing our digital healthcare dreams. Patient centricity requires a OneOffice mindset of breaking down silos to create the only “office” that matters—the office that caters to the customer.

One healthcare payer aligned with our OneOffice vision is Blue Cross Blue Shield Louisiana (BCBSLA). Here we take a look into their digital transformation roadmap in partnership with Capgemini.

 

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