Ebook

Optimise experience measurement in health insurance

Jump-start your journey measurement program in four easy steps

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Reframing experience measurement is a top strategic priority for payors, according to the Beryl Institute. Payors must advance from lagging to real-time indicators to fully assess quality of care, service and engagement.

Most insurers measure experience after certain interactions. Cross-functional teams like member services, claims processing and sales measure departmental metrics — and are determined to improve these internal scores.

But this approach neglects your members and their goals. And it often results in disconnected, frustrating experiences.

Download the ebook to discover why measuring journeys transforms the way you measure — and improve — member experience. In this guide, you’ll learn:

The top three barriers to measuring CX and why traditional methods are lacking
What journey measurement is and how it helps payors succeed
Four essential steps to get started with journey measurement