Siloed data systems and limited VoC programs create a fragmented and inaccurate member view. This means you have little insight into the human beings you protect, barring the moments of duress. In these moments, not having the right information or service model creates frustrated members. There are two pieces to this challenge: 1) to get a deeper understanding of who your members are, how they act, and what they expect and 2) to make those insights an enterprise-wide asset so that teams are tuning decisions and operations in sync with members.
Map The Ecosystem
Mapping the member journey from end to end will uncover major weaknesses, disruption, and drop-offs in the member experience. Spending the time to modernize your infrastructure will set you up for evolution and expansion beyond the walls in which your data lives, satisfying members’ needs in their day-to-day lives. How you imagine and participate in these external ecosystems will decide your role with the member and your role in the market.
Design A Value Delivery System
Experience is the new battleground. Aligning data systems to establish a full member view is the first step. Layering in technology that ingests a myriad of complex data sets from internal and external sources — and then applying that data to deliver a far more valuable experience — will be a game-changing differentiator.
What will 2025 look like? Who will the key players be? What will you do in response to continued vertical consolidation? How will health insurers respond if the courts overturn the ACA? Scenario planning needs to put a stake in the ground as to what the future state will look like and act like. Anticipating tomorrow helps you clarify strategic options and stay ahead of external forces that can catch you flatfooted.
Health Insurance Insights
Interoperability and The Empowered Consumer Set the Stage at HIMSS19
Read out top three takeaways from this HIMSS19. Is consumerization finally making headway?
Health Insurers: Innovation Under Pressure
Health insurers face threats and limitations. But that doesn’t have to be a bad thing. As Senior Analysts Arielle Trzcinski and Jeff Becker explain, health insurers have an opportunity to redefine the member experience to boost satisfaction and engagement.
Our Health Insurance Team
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