New research reveals how healthcare consumerism has grown amid the pandemic. Before COVID-19, progress toward a digital retail experience had been steady but slow. Now, seemingly overnight, millions of consumers have experienced care through digital channels, and that experience - both good and bad - has shaped attitudes and demands. There will be winners and losers among providers based on the ability to meet expectations of this newly minted and massive digital patient population - which, the research shows, has clear desires for what it wants and needs. In this session, we'll learn the phases of the digital patient journey and report on what consumers say are the realities of finding, accessing, and paying for care. The presentation will cover consumer preferences on healthcare shopping, cost transparency, communication, payment processes, and more, with strategies providers should consider for both short- and long-term success. As a takeaway, providers will learn the key steps to take in order to begin or advance their journey to an effective digital transformation.