Health Plan Customer Experience: From Enraged to Engaged

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Executive Summary

Let's face it; customer experience is a major problem for health plans. Consumer data from Forrester Research shows that members give their health plans very poor grades across every aspect of customer experience. While these poor experiences may not have historically caused major defections, the environment is changing and this type of consumer discontent will become an increasingly larger issue for health plans. What can health plans do to improve their customer experience? Chart a path to Experience-Based Differentiation (EBD). This webcast layout the key elements of EBD, which represent Forrester's blueprint for customer experience excellence.