As the new basis of competition pivots to customer-centricity, companies will need to re-think their strategic portfolios to incorporate a more holistic view of how each critical initiative that a company undertakes in turn delivers a capability that moves them closer to their customers.

In the past decade, the power of the customer has been amplified to an unprecedented level affecting businesses in every industry. Companies are now in a position where they have to be acutely aware of their customers’ experiences and opinions, but also must gracefully react to them in ever-decreasing timeframes.

Predicting the future is often a fool’s game and over the last five years few industries have enjoyed more prognosticating than Healthcare. Decades of unchecked inflation and highly publicized data of substandard health outcomes thrust the industry to the forefront of scrutiny.