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Six ways health plans address consumer pain points

Long way to go

The trend isn't surprising to consultant Ingrid Lindberg, chief experience officer at Chief Customer, a customer-experience consulting firm. Her clients include national carriers and Blues plans.

Yet Lindberg, who served as chief experience officer for Cigna in 2007, says the healthcare industry still has a lot to learn when it comes to the customer experience. “Plans have been doing consumerism...for years and it's not changing consumer experience with health plans,” she says. “Some plans have lots of [consumer] engagement tools and very low engagement scores.”

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