Best Practice Report

Building A Customer-Obsessed BT Strategy For Health Insurers

Healthcare Payers' Digital Role Reaches Far Beyond Web And Mobile

February 23rd, 2017
Bobby Cameron, Vice President, Principal Analyst
Bobby Cameron Vice President, Principal Analyst
KM
Kate McCarthy
With contributors:
Alex Cullen , Alex Kramer , Sam Bartlett

Summary

Healthcare payers in the age of the customer must contend with a major amount of business whiplash, more so than players in almost any other industry. Today's massive upheaval brings opportunities and challenges that pull CIOs and tech management into the center of healthcare business transformation, but the ugly reality is that legacy technology and a historic focus on operational efficiency make change challenging. This report provides health insurer CIOs with four key imperatives that they should include in a constituent-obsessed tech strategy.

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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.