| © 2022 Freed Associates, Inc. 2 The Time to Get On Board with Consumer-Experience-Driven Healthcare Was Yesterday. In the past decade, nearly every industry went through massive, technology-driven shake-ups and organizational transformations to meet consumer needs. The healthcare industry has lagged behind, which has left consumers frustrated and clamoring for better experiences. Disruptive players from retail and other industries, powerhouse health plans, and providers began to answer the call. Today, organizations that aren’t fully embracing a consumer-first approach to healthcare are rapidly falling behind. Consumers have more choices than ever on how, where, and from whom they receive care. And the COVID-19 pandemic has amplified expectations for an improved and different healthcare experience even further.
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