Patient, insured, customer - how valuable is the individual in the health care industry?

Almost two years after the first strategy day, the second Hanover strategy day took place in June 2008 during which the customer perspective was discussed complementing the "cooperation and alliances" topic discussed during the first strategy day. The paradigm shift from patient to customer and the expected individual offers and services for each patient is moving the health care industry. Several keywords including "patient empowerment", "personalized medicine" and "consumer driven healthcare" were discussed in great detail during the eleven sessions of the event.
The creation of a convincing customer experience which takes into consideration the customer perspective through constant development is an essential factor important for the success of hospitals, health insurance providers, medical technologist and pharmaceutical companies.

Top speakers included Prof. Regina E. Herzlinger, Harvard Business School; Prof. Volker Amelung, chairman of the board of the German manager care association; Dr. Hagen Pfundner, in the board of directors of Roche Pharma AG, Germany; Dr. Thomas Eherer, Regional Director DACH, Unica Corporation.