Evolving the Healthcare Customer Experience

GUESTS: Faith Adams, Forrester
HOST: Sam Meers

Customer experience is a significant determinant of a health insurer’s success. In an age when consumer expectations are high, the delivery of care and the process for paying for it has never been more important.

Faith Adams, Customer Experience Analyst at Forrester, joins us to discuss:

  • The work Faith leads at Forrester around customer experience (CX) research and analysis
  • Brands and teams leading the way in CX, and who should lead CX innovation within an organization
  • The evolving role of CX in the healthcare ecosystem among providers and payers
  • Key obstacles for CX thinking in modern healthcare/insurance organizations
  • The future of CX and healthcare, and Faith’s advice for payers to begin thinking about CX innovation


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