Disjointed Experiences Cost Insurers Members And Money
Improving customer experience (CX) makes business sense. Customer-obsessed companies grow revenue, profitability, customer retention, and employee engagement faster than other firms.
Forrester’s research shows that health insurance companies can grow their customer base by 220,000 customers annually for every one-point increase in Forrester’s Customer Experience Index (CX Index™). Yet, the percentage of customer-obsessed healthcare firms is lower than that found in other industries. Health insurers are creating digital experiences that are disjointed and rolled out with speed to market as a higher consideration than usability, leaving members with questions they have to field with the insurer’s customer support team.
Smart Communications commissioned Forrester Consulting to explore the state of member experience at US health insurers today.