Greg Poffenroth

That’s because, in many cases, a poor customer experience is rooted in processes and technology that are inefficient, outdated, or redundant – if not all three. Fixing those processes to improve the customer journey eliminates inefficiencies and increases operational flexibility. The results are tangible: lower costs and happier, more engaged customers and employees, translating to faster sales growth.

While most health plans recognize the opportunities of a member-centric, omnichannel experience, their culture and business processes pose obstacles to achieving it. Like legacy companies across industries, many operate in functional “silos,” with limited coordination and fragmented data and systems that require complex hand-offs between tasks and produce inconsistent and sometimes redundant member communication.