Potential customers and search engines alike rely on ratings and reviews as valuable social signals when deciding on which businesses to prioritize in local searches.

Achieving meaningful transparency will require cultural and technological changes so that providers and patients have access to actionable information. 

By aligning design thinking and customer experience management, organizations can design experiences that differentiate themselves among brands and keep up with real-time consumer expectations and build an empathetic alignment with the end user.

Without a CX strategy based on deep customer insights, brands send this message: they don’t know their customers, they don’t know the key moments that drive them to make decisions, and they definitely don’t know the wider implications of those decisions.