Forrester Research: Member Experience for Health Plans

Sep 22, 2008

Download Health plans can�t afford to deliver subpar member experiences any longer. With a growing individual market, increased cost shifting, and a rising focus on disease and wellness management, strong member experience practices are the price of entry, and exceptional experiences are critical for differentiation. To rise above today�s poor performance, health plan customer experience professionals must master the disciplines of strategic healthcare communication: Pave the way for lifestyle support by getting the basics right, adopting a member-centric approach to messaging, and employing communication measurement science. Forrester�s health plan-focused and cross-industry customer experience research identifies emerging member trends, experience best practices, and measurement approaches that help health plans gain the skills they need to deliver strategic healthcare communication.

Research Report