The difference between loyalty and leaving Healthcare consumers’ rapidly evolving experience expectations Healthcare experience:Healthcare organizations want to make meaningful progress in responding to people’s rapidly evolving experience expectations. After all, loyalty and engagement hang in the balance. Healthcare consumerism isn’t new. But people’s experience expectations are evolving. All the time. The pandemic supercharged a cultural shift that is continually raising the bar for simpler, more convenient and more human-centric experiences tuned to the changing context of people’s lives. Healthcare is more experiential, less transactional. Providers’ growth and customer retention is increasingly tied to experience. And payers are getting disrupted by players with digita

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