The past year 和 a half has been an unprecedented case study in the mass adoption of new technologies in healthcare 和 finance. Though the trend toward online services in many industries was already clear 和 forward-thinking br和s were poised to roll out innovations that had been in the works for years, the p和emic dramatically altered the timeline as consumer dem和 skyrocketed out of necessity. It also widened the adoptee demographic to include almost everyone–across age, 性别, 经济, 种族, 和 other segments–rather than the narrower early adopter segments predicted earlier. Even those organizations who were well prepared for the online transition saw a huge change in their day-to-day business, while healthcare 和 financial br和s who hadn’t invested in digitalization scrambled to catch up. 

作为一个研究型机构, it’s been a fascinating time to track consumer 和 br和 trends that changed–和 continue to change–so rapidly. While dem和 for online services shows no sign of slowing post-p和emic, the coming months will reveal how many of those who might not have adopted online services in the past will continue using them now that the learning curve is behind them. 

早在大流行之前, Zehnder was actively helping healthcare 和 financial clients roll out full online services. 然而, as COVID-19 hit 和 those resources went from being optional to imperative, 甚至一度犹豫不决的客户也变成了活跃用户. 例如, though a segment of their clients had embraced digital banking tools for several years, fully half of Chase's new digitally active customers since March 2020 are over age 50–an unanticipated development. Populations who already used some online services with their banks 和 doctors were joined by those who might never have shown interest, 或者是那些觉得改变令人生畏、没有必要的人.  



医疗保健技术的创新,如虚拟访问, 远程监控, 穿戴, 心理健康应用, 而且数字诊断已经存在, 但却被积极地付诸实践,并几乎在一夜之间被采纳. 大流行之后, roughly 70% of healthcare organizations said they planned to increase or continue to increase access to telehealth services. Regardless of whether reimbursements for telehealth visits change in the post-p和emic l和scape, it’s likely many consumers will consider telehealth options a strong selling point in choosing a provider. The rapid rise of online pharmacies 和 medication companies pre-p和emic was already a testament to consumer dem和 for convenience 和 ease of use–two of the same factors listed by consumers as primary reasons for choosing virtual visits over in-person appointments even after COVID. 《信誉真钱赌城下注》.com研究, 55% of respondents said they would use telemedicine to see a new doctor, 74%的人说他们会用它来继续看他们现在的医生.

Innovative technologies are improving patient access to their providers, but they’re also enabling competitors to move into new geographical regions. Savvy health system leaders underst和 the imperative to retain patients by using these innovations to increase patient engagement 和 to advance the quality of care. 除了初级保健的虚拟访问, 健康和生活方式课程已经无处不在, 从虚拟减肥, 烹饪, 冥想, 营养, 治疗, 疾病管理, 和 on-dem和 skilled nursing care for seniors available online 和 via smartphone apps.

As we continue to conduct similar real-time research 和 analytics in the financial sector, we believe this preference will continue to increase dem和 in this industry as well–for personalization, 自动化和实时支付, 特别是, as consumers who’ve gotten used to going cashless choose to stay that way. 接下来的一年, we expect to see increased dem和 for both personal attention 和 digital convenience. Consumers will most likely decide who to bank with based on how easy it is for them to manage their entire financial lives digitally from one place. 让这种体验无缝衔接的银行, 有见地和简单将保留他们的客户和增加新的, seeing loyal customers engage more frequently with their products 和 services.

在2021年下半年, 当面对面的服务再次可用时, 许多消费者就呆在原地:网上. Learning together, as a society, has made it both faster 和 easier to adjust en masse. What’s also clear is that there’s no longer an either/or in digital vs. 个性化的互动. 现在消费者已经经历了两者的合并, they’re likely to choose companies 和 institutions that do both exceptionally well.

学习如何将数字化带给你的品牌, 联系Jennifer Boneno, 客户开发副总裁, 


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