Health Plans Face A Member Experience Crisis
July 28, 2009
Why Read This Report
Health plan member experience is broken. Not only do members pan their health plan experiences across the board, but those who use health plan service solutions more frequently are less satisfied with their overall health plan experiences. Fixing this member experience crisis is going to take more than a cosmetic overhaul to the Web site or the addition of online chat. Plans need to follow the example of leaders from across industries and embrace the principles of Experience-Based Differentiation (EBD).
Already a Client?
Log in to read this document.
Become a Forrester Client
Timely and relevant, Forrester's RoleView research aligns to 13 leadership roles across business and technology management. Our expertise in customer experience, mobile, digital business, and big data will help your teams win in the age of the customer. Contact us to learn more.
This report is available for individual purchase ($499 USD).Purchase
Health Plan Customer Experience Professionals' Introduction To Making Proactive Chat Work
November 10, 2010 | Elizabeth Boehm
Health Plan Provider Search Tools: It's Time For An Upgrade
October 29, 2009 | Elizabeth Boehm
Industry Experts Weigh In On Healthcare Reform
April 27, 2009 | Elizabeth Boehm