The US healthcare insurance landscape is rapidly changing. Technological innovation in industries such as retail and banking has raised customer engagement expectations, as today’s consumers demand to interact with you through new channels, including web chat and social media. With customer experience set to be a key business differentiator by 2020, responding to these expectations is of paramount importance.
The popularization of health apps and smart devices has transformed the nature of customer engagement to include vast quantities of new, automated micro-communications, leading to vast complexities. This has obvious consequences for health insurers, and an ability to process these huge quantities of data will allow you stay ahead of the curve.
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