Today’s healthcare industry, like most, see rising customer expectations and the need to address deliver quality access and service is paramount to profitability. Having access to increasing amounts of data, coupled with advanced cloud technology, GE Digital embarks on their digital transformation journey to tackle healthcare’s biggest problems to deliver higher quality, more efficient, and affordable care. Learn how they plan to transform healthcare with help from SAP Hybris. https://www.hybris.com/en/solutions/industries/healthcare

1. GE Healthcare

2. Creating solutions that improve quality, increase access, and reduce
the cost of healthcare
Connecting technology, data and biology to help make healthcare
more personal
Providing business acumen and support services that improve
financial and operational results
Committed to help make better healthcare possible for everyone
Partners for better health

3. Best-in-class
technology
Diagnostic imaging,
therapies, software,
mobile diagnostics and
monitoring solutions.
Solutions to help our customers achieve clinical, operational &
financial transformation outcomes
Analytics and
intelligence
The Applied Intelligence suite that
delivers descriptive and
prescriptive analytics built on GE
Health Cloud.
Services & consulting
Implementation, education, product service
and consulting teams with deep healthcare
domain expertise.
Technology Analytics
Services

4. Best-in-class technology
…across Care areas …across Product lines
MR CT
Molecular Imaging Rad & R&F
Interventional
Guidance
C-Arms
Anesthesia
Monitoring
Diagnostic Cardiology
Respiratory/
Ventilation
Maternal & Infant care
Point of Care
Mammography
Contrast media
Cell Therapy
KUBio Biomanufacturing
Facility
EMR Perinatal
Practice
solution
PACS
Centricity Business Revenue Cycle
High Acuity
Labor & Delivery
GE Health Cloud
Imaging Interventional Clinical Care Digital Solutions
Life
Sciences
Ultrasound
Body
Composition
Cardiology
Surgery/Peri
Op
Orthopedics
Oncology
Physician
Practice
Life Sciences
High Acuity
Care
Perinatal/Women’s
Health
MR
CT
Molecular
Imaging
Mammography
Diagnostic
Cardiology
Ultrasound Monitorin
g
Diagnostic
Cardiology
Image Guided
Systems
Anesthesia
Nuclear
Imaging
Ventilation
Incubators/
Photo therapy
Ultrasound
Ultrasound
Monitoring
Contrast media Cell Therapy
KUBio Biomanufacturing
Facility
Centricity
High Acuity
Centricity L&D
Centricity
Perinatal
Centricity
Practice
BMD &
Visceral Fat
Surgical
Visualization
Platforms
Tracer
Development
Ultrasound
Telemetry
VolumeRAD
Image Guided
Systems
Centricity
Business
Advantage
Workstation
Cardio
Enterprise
Neurology
Molecular
Imaging
MR Ultrasound
Contrast
media
CT
Image Guided
Systems
Advantage
Workstation
Ultrasound
CT
Contrast
media
Molecular
Imaging
MR
Ventilation
Monitoring
Immunotherapy Monitoring
C-arms

5. Analytics & intelligence
Applied intelligence driving outcomes across
the health system
A scalable, secure and connected ecosystem
GE Health Cloud
2M+ Devices
Powered by Predix™
Hospital Network
3rd Party Apps
GE AppsAlgorithms
Mobile
Health
Cloud
Gateway
Secure by design, by default, by deployment and Vendor agnostic
User and
workstation
management
X-ray reject analysis Radiologyworkflow Anesthesia quality
measures
Materials
management
Agent cost analysis Agent cost
dashboard
Referrals and
procedures
Procedure costs ECG – Asset
management
Wall of Analytics™
DenialsIQ™ dashboards Business Informatics ICU – Alarm insights Heart rate analysis
Admission
management
Imaging Operating Room Anesthesia
Revenue Cycle Management Patient Monitoring Transformational Solutions
Cardiology Care Labor and Delivery
Equipment utilization
and optimization
Asset Management

6. Services and consulting
Asset
Performance
Gain critical insights from
your asset data. Evolve your
planning to more predictive
maintenance
Clinical
Performance
Better manage radiation,
contrast dose and
standardize protocols across
systems, locations and staff.
Education &
Training Services
Enhance knowledge transfer
and skills with on-site,
virtual and digital education
and training services
Parts & Repair
Network
Keep your equipment and
systems running smoothly with
24/7 parts access, expert
diagnostic support, maintenance
and upgrades.
Expert support to strengthen
the efficiency of IT operations
and increase the value of
your application investment.
IT Services Advisory Services
Delivering client-focused
outcomes-based solutions by
designing and activating future
state operating models,
transforming culture, and
implementing change to improve
cost, quality and access.
Support &
Maintenance
A wide range of support and
maintenance options for nearly
all imaging and diagnostic
equipment regardless of
manufacturer.

7. Confidential. Not to be copied, distributed, or reproduced without prior approval.
Customer Digital Experience (CDX): A Strategic
Initiative Supporting GE Healthcare’s Unified
Digital Experience (UDX)
Connecting our People, Our Product and Our Values
October 13, 2017

8. UDX: persona based experience connected to a common core
Sales experience: that reduces sales cycle and
optimizes for efficiency
Capability examples: mobile app, customer insights,
real-time lead scoring, digital proposals, account
planning
FE experience: that makes the service rep more
responsive and efficient
Capability examples: mobile app, chat, preventative
maintenance and repair tips, asset performance
data & insights
Customer experience: across customers’ entire life-cycle
from discovery through servicing
Capability examples: SEO, SEM, public website, content
marketing, account management, post-login portal
Content to be available
via multiple platforms
Infrastructure for portfolio &
performance management and
Application Access
Standardized single source of
truth data repositories
Analytics: customer, sales
and service insights
Service rep
experience
Customer
experience
Common
core
(UDX)
Sales rep
experience
Common
Core

9. • Experiences across key
constituents, designed in
unison
• Seemingly connected from a
customer’s perspective despite
data not being real-time and
insights simplistic
Connected
experiences
Integrated
experiences
Automated
experiences
• Omnichannel customer
experience
• Data across constituents and
channels are integrated and
real-time
• Insights are advanced –
prescriptive, predictive,
diagnostic, and descriptive
• Interactions, issue
identification & resolution are
automated where possible
– Automated email responses
– AI based chat bots
– Self-learning algorithms for
resolving technical issues
Roadmap to reach the vision

10. Outcomes delivered through the roadmap
• Customer’s reps and technicians know all
past and current interactions
• Reps are able to predict needs and
proactively suggest solutions
• Technicians call proactively to schedule a
preventative fix on machines
• Prospect / customer initial contact is
responded to in a meaningful way
immediately
• All questions are answered through a chat
interface, inclusive of scheduling
Connected experiences
Integrated experiences
Automated experiences
Customer
• Multiple ways to engage GEHC (public,
YouTube, blogs/forums)
• Engaging public website, personalized to
customer needs
• Digital portal for account, machines, service
records, contact/request/track
Sales rep
• Account plans are automatically created
when a high scored lead comes in
• Digital proposals sent to customer generate
insights and actions for reps
• Know all past and current interactions
• Predict needs and proactively suggest
solutions
• Easily create account plans
• Deliver proposals to customers digitally
• See and act on the most important leads,
track and update sales pipeline
• Easy way to access and deliver sales content
• Stay on top of customer issues and service
requests
Field
engineer
• Matched appropriately to the right service
request – e.g. based on skill, availability and
proximity
• Efficient visit - all the diagnostic information
and system recommendation needed to fix an
issue
• Proactively schedule preventative fix on
machines
• Have digital tools that make them very
efficient at a job site
• Preventative maintenance has drastically
reduced site visits
• Software issues can mostly be resolved via
remote technicians

11. CDX: Integrated experience across customer touchpoints
Content to be available
via multiple platforms
Infrastructure for portfolio &
performance management and
Application Access
Standardized single source of
truth data repositories
Analytics: customer, sales
and service insights
Common
Foundation
MARKETING / NPI
Personalized 1 stop access to relevant info/help
DIGITAL COMMERCE
Simple transaction capabilities across all offerings
Core
Capabilities
EDUCATION
Access to ongoing knowledge solutions
COMMUNITY
A comprehensive destination to engage with peers
ASSET MANAGEMENT
Simple transaction capabilities across all offerings
CYBER
Rapid blanket response to threats via single portal
ACCOUNT & ORDER INFORMATION
View, manage and optimize my relationship with GEHC
Connecting multiple GEHC digital offerings
into “1” personalized customer experience
Service rep
experience
Customer
experience
Common
core
(UDX)
Sales rep
experience

12. 3Ps of CDX
Personalized
Profitable
Plugged-in
… Customer Digital eXperience

13. CDX prototype: 360° portal
Connection to
Product
Connection to
People
Commercial Integration
Services Integration

14. Advanced analytics & Personalization insights
Web Content Management
eCommerce/ Product
Content Management
Lead/ campaign
management
Identity/ Community/
CRM engagement IoT engagement
CDX: Technology framework
Customer
engagement
Products &
Services
Digital products & solutions
Digital thread interlocks

15. CDX: Key considerations
It’s a team sport
Build, measure, learn and iterate fast
In-house domain expertise