Healthcare Customer Experience Agency

Healthcare is complex. The experiences people have with healthcare organizations shouldn't be. From finding the right information to navigating services and staying connected, every interaction shapes how patients, members, and providers experience care. G&CO. helps healthcare, pharmaceutical, and life sciences organizations rethink those interactions and make them work better. Bringing together strategy, experience design, digital product development, and technology, we help turn complex challenges into clearer, more connected experiences. Whether you're improving an existing customer journey, rethinking a digital platform, or defining what's next for your organization, we bring the people and expertise to help make it happen.

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Healthcare Customer Experience Agency Services

How easy is it for patients to navigate your services? Where do members get frustrated? Are providers getting the support they need? And are your digital experiences making things simpler or more complicated? Healthcare organizations face these questions every day. G&CO. helps find the answers and turn them into meaningful improvements. We bring together customer insights, strategy, experience design, and digital expertise to help organizations create more connected experiences for patients, members, and providers. From understanding what's not working to deciding what should change, we work alongside healthcare, pharmaceutical, and life sciences organizations to make customer experiences better for the people who rely on them and the businesses that deliver them.

Healthcare Customer Experience Strategy

Better experiences don't happen through disconnected improvements. They need a clear direction. We work with healthcare organizations to define what a stronger customer experience should look like, where to focus, and how to make progress. By connecting customer expectations with business priorities, we help teams build a practical roadmap for improving experiences across the organization.

Healthcare Customer Journey Mapping

You can't improve an experience until you understand it. We help healthcare organizations see their services through the eyes of the people using them, mapping the interactions, decisions, and touchpoints that make up the customer journey. By uncovering confusion, frustration, and missed opportunities, we give teams a clearer picture of what needs to change and where to start.

Healthcare Member Experience

Health insurance can be difficult to navigate. Members need to understand their coverage, access benefits, resolve claims, and get help without unnecessary frustration. We help insurers and healthcare organizations identify where the member experience falls short and make interactions clearer, easier, and more responsive, from enrollment through ongoing support.

Healthcare Provider Experience

Healthcare professionals need to feel supported, heard, and equipped to do their best work. That starts with clear communication, reliable resources, and interactions that make their day-to-day responsibilities easier. We help healthcare organizations understand the provider journey, identify points of friction, and improve the experiences that shape collaboration, engagement, and relationships with physicians and clinicians.

Healthcare Customer Experience Management

Improving customer experience is not a one-time project. It takes the right people, processes, and feedback to keep making progress. We help healthcare organizations establish the frameworks for managing CX across teams and channels, from gathering customer feedback and tracking performance to setting accountability and identifying what needs attention next.

Healthcare Customer Experience Optimization

Even well-designed experiences can become harder to navigate as customer expectations and business needs change. We help healthcare organizations find opportunities to make existing journeys, services, and digital interactions work better. By examining how people use and experience them, we identify practical improvements that reduce friction, strengthen engagement, and keep experiences moving in the right direction.

Patient Engagement Strategy

Patients want to feel informed, supported, and involved in their care. We help healthcare organizations create more meaningful connections through useful information, thoughtful communication, and ongoing engagement, shaping more personal and consistent interactions that support stronger relationships over time.

Patient Experience Strategy

A better patient experience starts with understanding what patients need at every stage of their journey. We help healthcare organizations rethink how people access information, navigate services, and interact with their teams. From identifying common frustrations to setting clear improvement priorities, we shape strategies that make patient experiences more accessible, responsive, and consistent.

Work

Thermo Fisher Scientific

We helped Thermo Fisher Scientific design an AI-enabled scientific experience built around inspectable reasoning and confidence rather than a chat-first model.

Starbucks

G&CO. helped Starbucks turn regional customer behavior into a scalable mobile experience spanning loyalty, personalization, ordering, and omnichannel pickup.

Hims & Hers

We helped Hims & Hers reshape access to personal health, shaping its CX strategy and streamlining the journey from consultation to prescription.

Our Impact as a Healthcare Customer Experience Agency

When healthcare experiences work better, everyone benefits. Patients can find the support they need. Members feel more confident navigating their coverage. Providers can focus on the relationships and work that matter. And organizations are better positioned to build trust, improve performance, and grow. G&CO. helps healthcare organizations turn customer experience into a real business advantage. By understanding where journeys fall short and what people expect, we identify opportunities to make services easier to navigate, interactions more meaningful, and experiences more consistent. The result is progress that people notice and organizations can measure.

Building Relationships That Last

Meaningful relationships don't come from one interaction. They grow through consistent communication, relevant support, and experiences that give people a reason to stay connected. We help healthcare organizations understand what keeps patients and members engaged, then develop strategies that strengthen those relationships over time and support lasting loyalty.

Making Every Interaction Count

People remember how easy—or difficult—it is to get the help they need. We help healthcare organizations uncover the moments that shape satisfaction, from finding information to navigating services and getting support. By addressing common frustrations and making interactions more accessible and responsive, we help create experiences that build confidence and trust.

Connecting the Entire Journey

A good experience shouldn't fall apart when someone moves from a website to a service team, or from one stage of their journey to the next. We help organizations identify disconnected touchpoints and close the gaps between them, creating more consistent experiences across digital and physical channels.

Making Services Easier to Deliver

Complicated customer experiences often point to deeper operational problems. Repeated steps, unclear processes, and disconnected systems can create frustration for customers and additional work for teams. We help organizations identify these issues and simplify the experiences around them, making services easier to navigate and more efficient to deliver.

A Clear Competitive Advantage

In a competitive healthcare market, the experience can matter as much as the service itself. Organizations that understand their customers and make it easier to interact with them have an opportunity to stand apart. We help uncover unmet needs and turn those insights into more distinctive experiences that strengthen brand preference and customer confidence.

Growth Through Better Experiences

Better experiences are good for customers, but they should also make a real difference to the business. We help organizations connect experience improvements to clear priorities and performance measures, making it easier to understand what's working, where to invest, and how better customer relationships can support retention, efficiency, and long-term growth.

Testimonials

Chris Patte

Director, Digital Customer Experience
Starbucks

“G&CO. brought real innovation to the table thinking globally, adapting locally, and making it all feel seamless. The process has been collaborative, forward thinking, and incredibly well structured."

Alexandra Reed

Director, Digital Marketing EMEA
Nike

"Upon reviewing multiple alternatives, our selection fell on G&CO., - a choice that has been absolutely precise from the very start. This collaboration has brought forth immense value and positivity for Nike, making it an exceptionally gratifying endeavor."

Akio Tanaka

Senior Director, Digital Transformation
Toyota

"G&CO.'s team exemplifies strategic expertise and fearless innovation. Their commitment to solving complex problems is commendable."

Patricia Miller

Senior Director, Customer Experience
Enterprise Airline

"G&CO. is a blend of passion, collaboration, and unmatched digital expertise, always exceeding our business expectations."

$10

Billion

Robust strategy delivered to meet revenue goal by 2027.

102

Million people reached after implementation of user experience design.

162

Increase in online direct-to-consumer conversion.

100

Delivers & consumers benchmarked across the United States for a 3-month survey.

Months

Created a full-scale, responsive UX/UI design for desktop, mobile, and tablet.

Million

Downloads of the Toyota app for convenient, vehicle management.

Months

Re-design accomplished

478

Increase in campaign reach with new market targeting

Months

Mobile app design accomplished from start to finish

$10

Billion

Robust strategy delivered to meet revenue goal by 2027.

102

Million people reached after implementation of user experience design.

162

Increase in online direct-to-consumer conversion.

100

Delivers & consumers benchmarked across the United States for a 3-month survey.

Months

Created a full-scale, responsive UX/UI design for desktop, mobile, and tablet.

Million

Downloads of the Toyota app for convenient, vehicle management.

Months

Re-design accomplished

478

Increase in campaign reach with new market targeting

Months

Mobile app design accomplished from start to finish

Our Expertise as a Healthcare Customer Experience Agency

Good ideas need good people behind them. People who bring different perspectives, share their experience, and work together to make things happen. Our 100+ strategists and experience specialists bring together diverse expertise in strategy, research, design, and technology to help clients tackle complex challenges and move ideas forward. We work alongside organizations to understand their challenges, see things from their customers' perspective, and find better ways forward. Our experience spans complex enterprise environments, including healthcare, pharmaceuticals, and life sciences, where customer experience in healthcare plays an increasingly important role in building stronger customer relationships.

End-to-End CX Transformation

Knowing what needs to change is only the beginning. We help healthcare organizations take the next steps, bringing together strategy, research, design, and technology to move from identifying a problem to making a better experience happen. From the first idea through implementation and improvement, we focus on transforming healthcare customer experience in ways that last.

Personalized Patient Experiences

No two patients have exactly the same needs, expectations, or experiences. We help healthcare organizations understand those differences and create interactions that feel more relevant and easier to navigate. By bringing customer insights into experience strategy and design, we help make services more personal, accessible, and responsive to the people who rely on them.

Enterprise-Grade Solutions

Large organizations face challenges that rarely have simple answers. Different teams, systems, audiences, and business priorities all shape the customer experience. We understand how these pieces fit together and bring the strategic and practical expertise to help organizations address complexity, connect their efforts, and create experiences that can grow with the business.

Advanced CX Benchmarking

Better decisions start with a better understanding of people. Through Acumen, our brand health and customer experience benchmarking platform, we draw on research with more than 9,000 U.S. consumers and 60,000 respondents worldwide. These insights help organizations understand customer expectations, track market trends, and improve customer experience management in healthcare.

Integrated Digital Experiences

A great digital experience makes every interaction work together, helping people find what they need and get things done with less effort. We bring strategy, experience design, and technology together across websites, platforms, and mobile applications, helping healthcare organizations create intuitive, connected, and easy-to-use experiences as CX in healthcare evolves across digital and physical touchpoints.

Deep Healthcare Expertise

Healthcare, pharmaceuticals, and life sciences bring their own challenges, from complex customer journeys to changing expectations and multiple stakeholder needs. We bring an enterprise perspective to these environments, helping organizations understand the people they serve, navigate complexity, and create experiences that work better for customers and the business.

FAQs

What does a healthcare customer experience agency do?

A healthcare customer experience agency helps organizations improve how patients, members, providers, and other stakeholders interact with their services, brands, and digital platforms. This includes customer journey mapping, CX strategy, experience management, and digital experience improvement. G&CO. combines enterprise strategy, experience design, and technology implementation to help healthcare organizations create more connected experiences, strengthen customer relationships, and achieve measurable business outcomes.

Why should healthcare organizations hire a customer experience agency?

Healthcare organizations should hire a customer experience agency to address fragmented journeys, improve engagement, and create experiences that meet evolving customer expectations. Specialist expertise helps identify experience gaps, align customer needs with business objectives, and establish clear improvement priorities. G&CO. brings strategic advisory and hands-on delivery capabilities to help healthcare enterprises modernize experiences, strengthen competitive positioning, and deliver lasting organizational value.

What are the benefits of healthcare customer experience consulting?

Healthcare customer experience consulting helps organizations improve patient satisfaction, strengthen engagement, optimize service delivery, and achieve greater operational efficiency. It provides a structured approach to understanding customer expectations, evaluating existing experiences, and prioritizing improvements. G&CO. connects customer insights, journey strategy, and enterprise objectives to help healthcare organizations develop actionable CX strategies that improve customer relationships and support sustainable business growth.

How can a healthcare CX agency improve business performance?

A healthcare CX agency improves business performance by identifying customer experience challenges and translating improvement opportunities into measurable business outcomes. This includes reducing friction across customer journeys, strengthening patient and member retention, improving engagement, and optimizing service interactions. G&CO. aligns experience strategy with enterprise priorities, helping healthcare organizations improve operational effectiveness, strengthen brand differentiation, and generate greater value from their customer experience investments.

How can improving healthcare customer experience increase revenue?

Improving healthcare customer experience can increase revenue by strengthening customer loyalty, encouraging retention, and improving the overall value of customer relationships. More accessible services, consistent interactions, and personalized engagement can also support customer acquisition and service adoption. G&CO. helps healthcare organizations identify opportunities across customer journeys and develop experience strategies that connect stronger relationships with sustainable revenue growth and broader business performance.

What is the ROI of investing in healthcare customer experience?

The ROI of healthcare customer experience investment is reflected in improvements to customer retention, engagement, operational efficiency, and long-term business performance. Organizations can evaluate returns through measures such as satisfaction, customer lifetime value, service adoption, and cost-to-serve. G&CO. helps clients connect CX initiatives to measurable enterprise objectives, establish relevant performance indicators, and prioritize investments that deliver meaningful customer and commercial value.

How can healthcare organizations improve the overall patient experience?

Healthcare organizations can improve the overall patient experience by understanding patient needs, removing friction across care journeys, and creating more accessible, coordinated, and responsive interactions. This requires consistent communication, effective service delivery, and connected experiences across digital and physical channels. G&CO. helps organizations map patient journeys, identify improvement opportunities, and develop experience strategies that strengthen patient satisfaction, engagement, and trust.

How can digital transformation improve healthcare customer experience?

Digital transformation improves healthcare customer experience by making services more accessible, connected, and convenient across digital touchpoints. Modern websites, mobile applications, and integrated platforms can simplify interactions, improve communication, and support more personalized experiences. G&CO. combines digital strategy, experience design, and technology implementation to help healthcare organizations modernize their platforms, eliminate customer friction, and build digital experiences that support enterprise objectives.

How can healthcare organizations optimize the end-to-end customer journey?

Healthcare organizations can optimize the end-to-end customer journey by identifying critical touchpoints, understanding customer expectations, and addressing inconsistencies across interactions. This involves mapping journeys, analyzing feedback, improving service processes, and connecting experiences across channels. G&CO. helps healthcare enterprises develop comprehensive journey strategies that reduce friction, strengthen engagement, and create more consistent experiences for patients, members, providers, and other stakeholders.

How can healthcare CX consulting support enterprise transformation?

Healthcare CX consulting supports enterprise transformation by aligning customer expectations, business priorities, and digital capabilities across the organization. It helps identify fragmented experiences, improve operational processes, and establish strategies for long-term change. G&CO. combines enterprise advisory, experience design, and technology implementation to help healthcare organizations turn strategic priorities into practical improvements that strengthen customer relationships and business performance.

Global Leadership

We’re 100+ individuals from across the world driven by innovation and diverse perspectives. We craft your brands innovations for the world of tomorrow.

Juan Manuel Gonzalez

Founder & Chief Executive Officer

As founder and CEO of G&CO., Juan Manuel Gonzalez leads a global customer experience consulting firm and digital transformation partner serving Fortune 500 brands across healthcare, life sciences, financial services, hospitality, and retail. Houston-raised and New York-based, Juan has grown G&CO. into a team of 50+ advising clients including Thermo Fisher Scientific, Starbucks, Saks Fifth Avenue, Levi's, and Carnival Corp. He is also the creator of Acumen, an AI-powered decision intelligence platform purpose-built for healthcare and life sciences. Juan and G&CO. have been recognized by the CFDA, ANA, Wall Street Journal, and Inc.

Jessie Morton

SVP, Client Engagement & Growth

Jessie leads the delivery of complex, multi-phase digital programs at G&CO., bringing teams, timelines, and priorities into alignment from kickoff through launch. Her experience spans work for Nike, Disney, PepsiCo, HBO Max, J.P. Morgan Chase, Samsung, and Sephora. Known for creating clarity across fast-moving engagements, Jessie anticipates risk, keeps stakeholders informed, and ensures ambitious ideas become high-quality outcomes.

Adrian Garnica

Chief Operating Officer

As the CCO of G&CO., Adrian is a visionary leader responsible for driving growth, managing teams, and fostering client relationships. With a proven track record at McKinsey and R/GA, Adrian has successfully developed and executed strategic visions, led consultant teams, secured major clients such as Travel + Leisure, Google, and Louis Vuitton, and ensured top-quality project delivery. Adrian's expertise lies in scaling, operations, and client-agency collaboration.

Ajay Lodha

VP, Technology

Ajay guides the technology strategy behind G&CO.’s digital transformation work, with a focus on architecture, data, integration, and platform scalability. He helps organizations understand how their systems work together, where friction or redundancy exists, and what must change to support future growth. His approach balances long-term ambition with the practical demands of governance, security, adoption, and maintainability, ensuring technology decisions create lasting business value.

Cindy Pound

Executive Program Manager

With more than two decades of experience at R/GA and Razorfish, Cindy has guided multidisciplinary programs for Google, YouTube, LEGO, Marvel, Starbucks, and Travel + Leisure. At G&CO., she oversees engagement delivery and stakeholder alignment, helping creative, strategic, and technical teams work effectively toward a shared goal. Cindy combines operational rigor with an understanding of the creative process, bringing clarity and consistency to every stage of an engagement.

Eric Freitag

Practice Lead, Health and Life Sciences

Eric leads G&CO.’s Health and Life Sciences practice, drawing on more than two decades of experience across digital health, medtech, and life sciences. Before joining G&CO., he served as Principal and Associate Director at Accenture Song and held leadership roles at R/GA, Smart Design, and frog. His work for organizations including Pfizer, Johnson & Johnson, Bristol Myers Squibb, Medtronic, GSK, and GE Healthcare has centered on turning scientific, clinical, and operational complexity into experiences people can understand, adopt, and trust.

Fiona O’Leary Sloan

Product Strategy Lead

Fiona helps organizations turn complex business and customer needs into clear, connected product experiences. Her background spans Runyon, Doberman—now part of EY—and co, where she contributed to work for Goldman Sachs, Accelerant, and TIAA. At G&CO., Fiona shapes strategic narratives, customer journeys, and product direction, aligning content, processes, and technology around a shared vision for the experience.

Steven Moy

Chief Technology Officer

As Chief Technology Officer at G&CO., Steven is a strategic leader responsible for driving technical innovation, scaling digital platforms, and enabling enterprise transformation. With a proven track record across Shiseido, Samsung, and American Express, Steven has led global ecosystem overhauls, architected scalable and secure systems, and delivered mission-critical solutions for some of the world’s most respected brands. His expertise spans systems integration, AI and data readiness, and aligning technology with business strategy, brand experience, and operational efficiency.

Jeff MacBride

VP, Project Management

Jeff excels in developing and implementing effective project management strategies. With a strong track record in leading teams and collaborating cross-functionally, Jeff ensures successful project delivery, client satisfaction, and continuous improvement. Having served renowned clients and brands, Jeff's expertise in scaling operations and fostering a collaborative culture is backed by achievements at Lockheed Martin and as an adjunct professor in project management.

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We blend advanced analytics with strategic expertise to provide a comprehensive view of your market and competition.

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Brand Strategy

Competitive Intelligence Agency & Consulting Firm

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Our comprehensive approach to product elevation leverages cutting-edge technologies and user-centric designs, transforming ideas into impactful solutions.

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Concepts & Prototypes

UX/UI & Design

Full Stack Mobile & Web Development

Product Experience Management (PXM)