The Financial Case for a Frictionless Experience

    About this Webinar

    People expect a frictionless experience, especially in health care. Yet, despite spending millions of dollars on experience improvements, plans still lag behind because they aren’t investing in things that matter the most for member satisfaction and costly care use.

    In our 2019 health care experience survey, we asked over 3,000 individuals about the frictions they experienced while getting care to see which ones impacted costly care use or retention.

    View this presentation for key insights on where in the customer journey plans should invest to improve satisfaction and lower medical spend.

    Things You’ll Learn:

    • Analysis of frictions that highly impact costly care use, satisfaction, and retention
    • What factors drive patients to use costly care
    • Where to prioritize your experience improvement initiatives

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