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For Customer Experience Professionals

Case Study: Designing Humana's Mobile Suite

How Customer Experience Professionals Can Support Mobile Experiences

February 23, 2012

Primary author headshot

Authors

  • By Elizabeth Boehm
  • with Vidya L. Drego,
  • Belle Bocal

Why Read This Report

Mobile is quickly becoming a key touchpoint for consumers across industries, and health insurers are no exception. Insurers are jumping on the mobile bandwagon, but many are still unsure of how to drive strategic value from their mobile investments. This report looks at how Humana organized and invested to ensure that its mobile platform enhanced and complimented its multichannel experience, rather than simply adding one more touchpoint to the fray.

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Table of Contents

  • Situation: Humana Wanted To Add Mobile Without Adding Confusion
  • Best Practice: Humana Centralized Mobile Experience Management
  • Best Practice Results: Humana Achieved High Customer Satisfaction
  • RECOMMENDATIONS

  • How To Apply Humana's Mobile Experience Best Practices
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