Trends Report

Choose The Right Channel(s) For Disease And Wellness Management

September 7th, 2007
Elizabeth Boehm, null
Elizabeth Boehm
With contributors:
Bruce Temkin , Olga Melnikova , Andrew McInnes

Summary

Health plans are bent on fulfilling employers' RFP requirements for online and offline disease and wellness management support. But a myopic focus on communication channels for channels' sake leads to duplicative initiatives that fall short on both effectiveness and efficiency. Health plan customer experience professionals should take a more pragmatic approach to channel choices for disease and wellness management — akin to the discipline of marketing mix management — by taking into account member preferences, channel suitability, and channel costs. To move from today's one-off approach to a more integrated model, plans will need to beef up member profile data, create cross-channel oversight, and take metrics to a new level of granularity.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

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.