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The role of personalization in the care journey

Updated: Aug 12, 2021

By: Oleg Bestsennyy and Jenny Cordina


Engaging healthcare consumers in a highly personalized way—and the value it brings to all healthcare system stakeholders—is increasingly important, as we highlighted in “Next-generation patient engagement during the care journey.” The benefits of this approach can lead to better member experience, higher quality of care, and reduction of avoidable healthcare costs. The urgency and importance of personalized engagement have only grown through the COVID-19 pandemic, reflecting the shifting nature of care as well as consumer openness to engaging in different ways.


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