How we adapt technology to the people who use it – patients, health insurers and providers – is going to define the future of health, writes NIVASHINI NARSIAH of Accenture in South Africa.
We live in an unprecedented era of technological innovation. Digital breakthroughs are empowering healthcare organisations to improve labour productivity, clinical outcomes and human experience. How we adapt technology to the people who use it – patients, health insurers and providers – is going to define the future of health.
Among the factors set to remake the digital healthcare ecosystem is Artificial Intelligence (AI). AI is changing from a back-end tool for healthcare organisations to being at the forefront of both consumer and clinician experience. AI-powered technologies can suggest relevant options based on user behaviour as well as guide patients and doctors toward optimal outcomes.
Data curation and orchestration also fall within AI’s widening ambit, meaning that AI will partner increasingly with clinicians, helping to support diagnoses without substituting for clinical judgement. By equipping healthcare providers with information at speed, the use of AI will come to mean that more time can be spent on activities that add value to patient experience – human-human interactions machines cannot replace.
To this point, the deployment of tech within the healthcare space necessitates a human-centric approach. Designing technology to account for human experience benefits consumers, clinicians and administrators.
Moreover, technology’s increasing abilities mean that healthcare organisations have an unprecedented opportunity to transform their relationships with all stakeholders. Human-focused tech also provides consumers with a better opportunity to access care and information in a way and at a time that they want to.
Critically, currently fragmented healthcare players will need to find ways to work together to meet rising expectations within this new technology-enabled ecosystem. Historically, healthcare service providers including hospitals, pharmacies and insurers focused purely on the functions within their control. Now, these players are beginning to understand the ways in which they depend on and will need to work with others who provide patient care either before or after they do.
For healthcare enterprises, integrating core functions with digital platforms is set to make it easier to plug into and play within the broader ecosystem. Collaboration between players also has the potential to improve clinical outcomes, lower costs, improve market share and maximise productivity.
Healthcare is the sum of many parts, including systems that pay for, coordinate and deliver care. There are also systems that help people self-manage a lifestyle goal or specific medical condition. Platforms can provide the connected infrastructure that enables service providers and consumers to exchange the necessary value and data.
To enable their future business ecosystems, healthcare enterprises will need to develop a robust portfolio of digital partners. The healthcare ecosystem of the future is complex, set to extend beyond technology, connecting the capabilities, expertise and services that affect healthcare organisations, consumers and clinicians.
Many healthcare organisations have already begun to integrate their core business functionalities with third parties and their platforms. In order to deliver optimal patient outcomes in a changing world, healthcare leaders will need leverage these relationships and tools intelligently.
* Nivashini Narsiah, Technology Consulting Principal Director for Health and Public Sector at Accenture in South Africa
Huawei goes ultra-premium
Porsche Design and Huawei have launched the Porsche Design Huawei Mate RS in South Africa exclusive to MTN and retailing for R 26 459.
The Porsche Design Huawei Mate RS boasts features like the world’s first dual fingerprint design, including an in-screen fingerprint sensor, the world’s first Artificial Intelligence (AI) processor and Leica triple camera with 40MP image capture.
“After the overwhelming success of the Porsche Design Huawei Mate 10 Pro in South Africa, we now bring you our latest offering, a perfect blend of innovation in a smartphone and luxury design,” said Likun Zhao, Vice President of Huawei Consumer Business Group Southern Africa. “From three-point security feature including facial recognition, rear fingerprint scanner and the new innovative in-screen fingerprint to the Leica triple camera system. it culminates in an unprecedented experience for our customers.”
The device incorporates Porsche Design’s signature design language and Huawei’s breakthrough technology. The phone has a 6” 2K curved OLED screen and symmetrical look, minimalist feel and 8-edged 3D curved glass body.
High performance is symbolised by the naming of the smartphone: the term “RS” in the world of Porsche motorsport stands for outstanding racing performance.
Huawei provided the following information on The Porsche Design Huawei Mate RS benefits and features :
· The world’s first dual fingerprint scanner for enhanced convenience, allowing users to wake and unlock the device simply, thanks to an in-screen fingerprint sensor. Hover to wake the device, touch to unlock it
· The winning combination of Leica triple camera with 40MP RGB sensor technology and exceptional photography powered by Master AI. This combination puts effortless, eye-catching photography at the fingertips of those looking to immortalise their favourite moments. Combined with 5 x hybrid zoom, and the world’s first AI image stabilisation on a smartphone camera ensures photography lovers can capture the best shots with exceptional clarity in almost any situation
· The Porsche Design Huawei Mate RS is the first Huawei handset to allow quick wireless charging, making it even easier to keep the phone topped up and ready to go and, thanks to its long lasting battery, users will easily be powered through the busiest of days
· An ‘intelligent’ smartphone, the powerful AI processor automatically tailors the performance of the phone according to how it is used – constantly learning, understanding and anticipating needs, it is the perfect personal assistant for the pocket
· 256GB of internal storage means those constantly on the go and constantly on their phone can be worry free
· Dual SLS (super linear system) speakers with DOLBY ATMOS enable users to have a superior experience, with the best immersive surround sound and entertainment on the go
· Splash, water and dust resistant, which means there is no need to worry about damaging the device in the rain or accidentally dropping it in water
Jan Becker, CEO Porsche Design Group, said: “Both Porsche Design and Huawei seek to imagine and develop products that stand for precision and perfection, intelligent functionality and highly sophisticated design. Our aim was to create an outstanding device that goes one step further. We believe we have reached this goal by taking our partnership to the next level.”
Porsche Design and Huawei have worked in tandem to develop a smartphone that fuses together the two brands’ DNA, wealth of experience in design and technology, industry-leading expertise and exceptional performance. Through the use of colour in the device’s body, software themes and accessories, the new handset is accentuated with Porsche Design’s distinguished aesthetic and purist, minimalist feel.
The Porsche Design Huawei Mate RS will be available to purchase exclusively from MTN at R 26 459.
Cross-channel chat launched
Clickatell has launched a cross-channel live chat service, Touch Go, that transforms omni-channel customer care.
It enables live chat across a company’s website as well as social platforms (Twitter and Facebook) and mobile apps, bringing customer care and engagement into a single business platform.
“Today’s consumers expect to engage with your brand on the digital channel of their choosing,” says Deon van Heerden, Clickatell Engage CEO and Group CFO. “They want to message your business and instantly have queries resolved, find the information and services they are looking for, without the need for a voice call. Clickatell’s Touch Go makes that happen with the right level of capabilities for businesses of all sizes.”
Businesses can start using Touch Go immediately, with a free Starter option. Touch Go requires no credit card for sign-up and is fully featured with a simple setup process. It offers customisable branding, a unified chat desk business application as well as reports and analytics.
As the business scales up its digital customer care, it can opt-in for the Touch Enterprise offering. Touch Enterprise is designed for scaling up customer care efforts through advanced capabilities including AI driven virtual agents, sentiment analysis, automated workflows, enterprise integrations and in-channel mini-applications.
“Customer care has become a defining factor for sustained business success ” says Nirmal Nair, Clickatell Engage EVP Product & Marketing. “In an ever-increasing mobile native world, customers often choose to interact digitally, but they also expect to be able to reach a human immediately, should they need. Monitoring multiple channels and providing immediate action becomes challenging with siloed deployments. Touch’s unified solution allows businesses of all sizes to provide the customer delight in a simple modular approach.”