Proceedings of the 3rd IPLeiria’s International Health Congress

Experience economy is the last segment in the evolution of the market, and it is characterized by the fact that consumers do not acquire goods, products or services, but experiences that they integrate in their biography, and consequently in their identity. Customer Experience, possibly the latest revolution in business thinking along with the digital transformation, seeks the design and management of truly customer-centric experiences. This revolution is spreading across different sectors, among which the health sector should necessarily be considered. This talk covers the fundamental ideas within the concept of customer experience, as well as it provides information and suggestions about how to design and deliver an optimal patient experience.