Leading healthcare organization Cedars-Sinai strives to be at the forefront of care and deliver an exceptional patient experience. This extends to its digital experience and the Cedar’s Consumer Digital Innovation (CDI) team's efforts to advance and innovate its analytics and personalization strategy — a daunting challenge in healthcare due to complex patient privacy requirements.
To gain deeper insights into patient interactions across various channels, Cedars-Sinai's CDI team sought a modern analytics platform that extends beyond basic product and funnel analytics. They needed a solution that could map consumer and patient journeys across channels and identify specific user segments requiring actionable engagement. Viewing this as a strategic opportunity, the CDI team aimed to find a long-term solution that not only adheres to Cedars-Sinai’s stringent patient privacy requirements but also advances the organization's goal of delivering large-scale, compliant, omnichannel personalization for patients and users.
To develop this modern analytics infrastructure based on consistent tracking and accurate, HIPAA-compliant data collection across the patient journey, the CDI team selected Adobe’s Customer Journey Analytics (CJA) to replace Adobe Analytics.
With the platform selected, Cedars-Sinai needed a partner to help implement CJA properly and create consistency across several disparate web properties and mobile applications (website domains, email, MyChart and virtual care, and offline touchpoints, like call centers) and lay the foundation for its long-term omnichannel personalization strategy.
