Five Ways to Drive Healthy Customer Experiences


Changing demographics, new technologies, the rise of the consumer-driven market and healthcare reform are all converging to drive a consumer-centric model for payers. In this article, Pat McCaffrey, Senior Vice President, Healthcare and Public Sector, TTEC, identifies five key areas in which health plans can transform member interactions into a customer-centered experience. These include:

  • Understand customer needs and preferences
  • Remove friction from the customer experience
  • Resolve problems the first time
  • Eliminate surprises by keeping promises and managing expectations
  • Protect customers to drive lasting trust

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