Deepening relationships and encouraging strategic conversations
Justene Ewing is responsible for establishing and leading the strategy for the health and care sector for CGI in the UK and Australia. She shares how the CGI Voice of Our Clients (VOC) program delivers a unique opportunity to deepen relationships and encourage conversations with clients, connect the dots across industries to generate innovation, and track and respond to emerging trends.?
It’s very rare that you get to spend such extensive, one-to-one time with an extremely busy senior executive to discuss the trends and priorities affecting their business strategies. The VOC offers a remarkable opportunity to stimulate these strategic conversations and strengthen our personal connections with clients.?
Building on discussions from previous years, we deepen our understanding of the key challenges and opportunities facing our clients so we can effectively anticipate and plan for their emerging needs. The VOC encourages us to ask ourselves: Do we have all of the right tools that will help this client, in light of changing dynamics? How can we tailor existing offerings to add greater value? Are there partners who can bring additional capabilities that are relevant???
Tracking and responding to emerging trends
As an example, we’ve been able to track the growing focus on social care as a key part of the healthcare sector. In 2019, the VOC industry trend, “Improve the customer experience through compliance to treatment guidance and supporting the patient at home” ranked fifth in importance by healthcare executives. By 2022, that trend rose to number one.?
One reason our UK business is now focusing on the integration agenda between health and social care services is because we recognized that trend as it started to emerge and could see that it would be a growing need for our clients. These VOC insights helped us shape our strategy and validate it with clients.?
Connecting the dots across industries to spark ideas
In addition, VOC conversations often reveal that executives are asking the same questions and facing similar challenges across geographies, and sometimes even across industries. They realize they’re not alone in seeking a solution, and are interested in the ideas and innovations that are emerging in other countries or sectors.?
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The VOC offers a remarkable opportunity to stimulate strategic conversations and strengthen personal connections with clients
For example, interoperability has been a concern in the healthcare ecosystem for a number of years. Some of the VOC insights we’ve gained from other sectors serve as inspiration for healthcare interoperability, such as banking industry trends and investments around the use of open standards; and energy and utilities efforts to serve customers remotely.??
As a global company, we’re uniquely positioned to leverage our network to connect these leaders and help them develop their own relationships with each other, which has been particularly rewarding.
Learn more about how the VOC program can help you gain insights you can act on
Every year, CGI leaders meet with business and IT executives to gather their perspectives on the trends affecting their enterprises. These industry insights - including the attributes of digital leaders - lead to actions to best satisfy the needs of your customers and citizens.
Voice of Our Clients gathers our clients’ perspectives on the trends affecting their enterprises. Learn more about the?VOC program.
More insights from leaders around the world
Several CGI leaders and experts around the world share the value the VOC program brings to their clients in this article series: