Health insurance members expect strong digital consumer experience (CX) options, and payers that provide or improve those options likely would enhance member engagement. (Photo: Shutterstock)
The health care industry is often compared to other consumer shopping experiences, such as buying a car or a new appliance. Aside from actually being able to compare the price of different goods, these shopping decisions often depend in large part on the customer experience–another oft-overlooked area in health care satisfaction.
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