Many organizations have a wealth of data at their fingertips but struggle to harness it. The problem? It’s often spread across many disparate systems and those accessing it are not […]
While many health insurance organizations acknowledge the fact that consumers experience confusion when navigating the processes of selecting, paying and navigating health care, few have taken proactive action to change […]
While a myriad of trend outlook reports are published at the start of each year highlighting the forces expected to have the most impact on the healthcare industry, it was […]
While 2017 will certainly be filled with an array of unpredictable scenarios, there are seven trends that we can count on increasing in significance this year. These seven trends include: […]
Though most insurers have been scanning documents and capturing data for many years, still vast amounts of paper continue to flow in and out of insurance companies. As we look […]
Consumers are now the fastest growing payer in the U.S. Their perceptions of the healthcare customer experience are now driving market realities and shaping brand engagement and service delivery standards. […]
In order to earn a place in the customer experience era, health insurers need omnichannel communications. They need communications that understand context and that facilitate two-way conversations. In order to […]
You may not know it yet, but you are in the experience business. The customer experience business is all about enabling the customer to live and move fluidly between channels. […]
People make purchases in the moment, get ideas in the moment, find solutions to problems in the moment and seek advice in the moment…all via their mobile devices. Mobile has […]
Insurers looking to win in the digital economy cannot seek transformation through technology alone. Technology is the driver of change—but people are the vehicle and thus, digital transformation must begin […]