Transforming the Healthcare Service Experience: Overcoming Declining CX Trends with Personalization, Data, and Technology Transformation
Update: 2025-02-26
Description
Forrester’s 2024 US Health Insurers Customer Experience Index Rankings highlighted the continuing decline the industry has been facing for several years with a noticeable area of decline being digital experiences.
Despite this trend, many organizations are shifting their focus from customer experience to broader strategies that emphasize revenue goals and technology transformation.
In this episode of Exchanges, host Hannah Story joins guests Rich Hackenberg and Dave Horstein, as they discuss the opportunity health insurers have in front of them as they face the challenge of declining CX and the opportunity that comes with transformation.
In this episode, you’ll hear from Rich and Dave as they discuss:
- The role of personalization and data in enhancing experiences and generating revenue
- Aligning strategic business goals with technology investments
- How mapping the member journey can lead to success
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