Trends Report

How Health Insurance Companies Can Leverage CI To Adapt Amid Policy Reform

February 9th, 2012
Dave Frankland, Vice President, Research Director
Dave Frankland Vice President, Research Director
With contributors:
Molly Murphy , Caitlin Souther , Elizabeth Boehm

Summary

US health insurance companies are in the midst of a systemwide transition to meet the requirements of congressionally mandated healthcare reform awaiting them in 2014. While insurers have made great strides by implementing member segmentation and acquisition strategies, their progress remains diminished as customer intelligence (CI) remains a bolt-on amendment largely disconnected from the organizations. Going forward, knowledge and consideration of the customer in every department will be integral for success. Insurers will need to leverage CI to bolster data, company culture, and multichannel analytics.

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