Trends Report

Health Insurers: Prepare For Survival Of The Fittest

Customer Insights Are Critical To Your Evolution

September 2nd, 2015
Rebecca McAdams, null
Rebecca McAdams
Carlton Doty, null
Carlton Doty
With contributors:
Mary Pilecki , Fatemeh Khatibloo , Peter Mueller , Matthew Izzi

Summary

Whether or not health insurers are ready, the age of the customer is the new reality and it demands customer obsession. The only successful strategy is to focus your business decisions on consumer knowledge to win, serve, and retain customers. Customer insights (CI) professionals must take charge of delivering the actionable intelligence required to support customer obsession. This report will set the stage for a necessary shift in the culture of health insurers and provide tactical ways to get started on their journey to become more intelligent enterprises fixated on the patient.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.