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For Customer Experience Professionals

The US Health Insurers Customer Experience Index, 2020

How US Health Insurers Improved The Quality Of Their Experiences

October 15, 2020

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Why Read This Report

How customers perceive a brand influences how much they spend with the brand and whether they recommend it, as well as how likely they are to forgive the brand's missteps. This report answers the question, "Which health insurers are providing the best customer experience (CX), and how are they improving the quality of their experiences?" We reveal the complete rankings of 16 health insurance brands that were analyzed as part of the US CX Index in 2020. Customer experience professionals can use this report to inform their ongoing improvement efforts.

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Table of Contents

  • Forrester's CX Index Methodology And COVID-19
  • Florida Blue Disrupts The Industry Rankings By Taking The Top Spot
  • The Keys To Achieving CX Leadership For Health Insurers
  • What It Means

  • Chart Your Course To CX Transformation In Healthcare
  • How Forrester Can Help

  • Understand The Drivers And Potential ROI Of Your Brand's CX
  • Supplemental Material
  • Related Research Documents

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