Tuesday, December 5 from 3:55 – 4:40 PM
Quantify the customer experience so you can better serve your most important stakeholder.
Customer friction is any aspect of customer interaction that degrades the experience. The less friction, the more likely customers are to be satisfied. By quantifying and using customer friction to drive a transformation agenda, health plans will be able to better align every aspect of their business to deliver a superior experience. Regardless of whether your customer is a member, business partner or employee, reducing customer friction builds loyalty and increases engagement. Join this session where we will discuss ways to identify and remove friction from your member experience. We’ll share health care examples, and discuss inspiring case studies from those industries that delight their customers on a daily basis to help you figure out where to start.