Healthy Customer Experience Drives Growth and Retention
The leaders of a top-rated integrated health system facing rapid growth, an uncertain health insurance landscape and big cost pressures needed to strengthen member experience to achieve breakthrough performance.
Conducted stakeholder interviews
Facilitated CX context labs that touched every facet of the system including health plans, clinics & services, pharmacy, and health & well being
Understood commitment to triple aim
Making smart decisions:
Used target member experience from the CX context labs to establish change priorities for each aspect of the business.
Defined the ideal member experience through collaborative ideation and action planning and established winnable enterprise initiatives to close the gaps across each functional area.
Operationalizing the change:
Charted 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.
Significant success with the first initiative has launched a Phase 2 project to take the member experience to the next level.
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.