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In this session from NetBase Quid Live, UPMC’s marketing leadership explores how consumer expectations are reshaping healthcare and how providers can respond with transparency, access, and convenience. Drawing on real-time sentiment data and emerging generational trends, the session highlights five forces reshaping the healthcare experience and the imperative for systems like UPMC to evolve ahead of consumer demand.
This is a must-watch for healthcare marketers, strategy leaders, and customer experience teams focused on engagement, trust, and the future of healthcare delivery.
The five trends reshaping healthcare: rising demand for convenience, increased price sensitivity, consumer distrust, non-traditional competitors, and millennial-driven expectations
Why “ease of access” is emerging as the most urgent area of opportunity, especially for underserved and distrustful populations
How UPMC uses data to understand shifting sentiment across diverse demographic groups—including urban Black communities and rural white populations
The growing pressure for transparency: 85% of consumers believe healthcare is more expensive than ever, yet few providers are innovating around pricing clarity
How subscription-based models and concierge care are gaining traction among frustrated consumers seeking affordability and personal connection
Millennials now account for 21% of all U.S. healthcare spending but exhibit low brand loyalty—making digital-first strategies and on-demand services critical
UPMC’s approach to rebuilding trust through education, simplified access, and proactive community outreach
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