Creating a world-class member experience

Vizient is the leading healthcare performance consultancy in the US. We’ve partnered with Vizient since 2016 to continuously evolve its digital marketing and member experience, and to find opportunities to deepen member relationships through data-led journey orchestration, personalisation and self service.

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The case for change

Vizient holds a long established position of leadership in healthcare procurement. But with data insight and analytics increasingly central to decision making in hospital systems, Vizient wants to bring even greater value to members by equipping them with data-driven insights and consulting services that help align cost, quality and market performance.

With their success measured by that of their clients, it’s the opportunity to drive Vizient’s own value proposition and growth, and the company’s digital experience is key to success.

Vizient customer journey map

The solution

Partnering with Vizient, we set out a roadmap to deliver a world-class member experience. Informed by customer segmentation and journey analysis, we're redesigning key interactions across the digital ecosystem. From enhancing self-service and performance dashboards to delivering personalised CRM, every program helps Vizient deliver increasingly relevant, data-driven value.

Vizient member dashboard

Business impact

Proving the roadmap for change is not only opening new opportunities for members to achieve growth and efficiencies, but for Vizient to grow its leading position in healthcare performance with new high-value, data-driven propositions.

Technology profile

As Vizient’s transformation partner, Hugo & Cat is responsible for long-term technology strategy and implementation., built using Sitecore XM, delivers content from multiple platforms including Salesforce, Sharepoint, Wystia and CVENT.

Omnichannel marketing is core to the Vizient digital strategy, and Hugo & Cat has defined the approach to marketing automation and has undertaken end-to-end implementation of Pardot.

More work

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