Best Practice Report

Boost Member Engagement With A Journey-Focused Strategy

Health Plans Must Pursue Nontraditional Opportunities To Support Members

January 30th, 2024
Shannon Germain, Senior Analyst
Shannon Germain Senior Analyst
With contributors:
David Hoffman , Judy Weader , Tiffany Do , Peter Harrison

Summary

Member engagement strategies that address members’ health as well as social and personal needs can influence loyalty and even encourage positive behavioral change. Design strategies focused on members’ journeys will build long-lasting relationships with members and help health plans choose the best digital touchpoints, appeal to all members, and provide employees with tools to optimize member interactions. This report gives health plan customer experience and digital leaders insights to help them devise member engagement plans for the short term and the long term.

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