Consumer Experience Is Driving Tech Investments

What a difference a year or two makes. What struck me about our 2019 OPEN MINDS Technology & Informatics Institute was the shift in focus to the consumer. While performance and value remain important goals for leveraging technology and the resulting data, improved consumer experience is now the key driver.

This focus on the consumer was an overarching theme for opening speaker Alison Nelson, senior vice president for technology at Optum, in her keynote Leveraging Technology To Expand Access, Enhance Consumer Experience & Improve Outcomes In A Behavioral Health Care Marketplace. “We have an opportunity to offer immediate care options . . .