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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