Customer experience drives differentiation and cost savings

Regional health plan 

Challenge: When the leaders of a top-rated health plan face rapid growth, an uncertain health insurance landscape, and big cost pressures, how can they strengthen member experience to achieve breakthrough performance?

Methodology:

Partnering with a core team of leaders, we:

• Facilitated a Customer Experience in Context change lab with executives from across the organization.
• Defined the ideal member experience through collaborative ideation and action planning, and established winnable enterprise initiatives to close the gaps.
• Chartered and coached teams who implemented the initiatives.
• With the core team, created a "positive conspiracy" among leaders and teams across the organization. Enrolled employees in a shared vision of the target customer and their ideal experience, and how to use the target experience in daily decision making.

Benefits realized: 

A clear target member experience has created focus for actions taken across the organization.

Leaders use the target experience as a way to operationalize promises made to stakeholders in the company's mission and business strategy.

Improvements have been registered in consumer ratings, growth and retention. 

Leaders see an opportunity to improve communications spend by 20% as the member experience gets stronger.