The healthcare sector has reached a seminal point. In a world shaken by the pandemic, customer communication has never been more important.
Customers - empowered by wearable devices and emerging technology are eager for better experiences that mirror the level of service they’re used to from other industries.
However, healthcare remains sensitive and personal. As a health insurance customer, the bottom line is, you want to be treated as a person, not a number. For payers, getting this right is essential to retention and growth – getting it wrong means losing business. But how do you communicate with millions of customers on a personal level?
Failure in addressing customer’s specific needs and communicating too many irrelevant messages is one of the biggest drivers of customer dissatisfaction.
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The challenge
A Top 5 health insurance payer wanted to redefine its marketing strategy by delivering personalized experiences relevant to their member needs.
Their communications were disjointed and overwhelming, leading to poor experiences and message fatigue. Customer trust and experience satisfaction were at a low.
Download the case study below to find out how the insurer improved the way they deliver personalized content, enhanced health outcomes, improved customer satisfaction, increased communication relevance and reduced message fatigue.
Key Results
Download the full case study

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