141: Building better digital consumer experiences
Radio Advisory
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Healthcare Organizations Need to Be Careful With Personalization
This is where digital has the upper hand over an in-person experience for sure. Healthcare organizations need to be careful here because this can very quickly veer into creepiness, particularly when we're talking about healthcare and individuals' healthcare. I guarantee you these organizations have enough data to do that. And so they have to make the decision of how personalized are we going to get before it becomes, wow, they know way too much about me. This is getting weird.
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