The state of healthcare digital CX

How consumer expectations are reshaping payer and provider go-to-market strategies

Digital expectations, rapid technological advancements, and changing regulations are reshaping how consumers buy health insurance and access healthcare. Today’s consumers demand seamless, personalized, and digitally integrated experiences, driving payers and providers to evolve or risk falling further behind.

We surveyed 1,000+ privately insured individuals (across ACA, Group, and Medicare Advantage plans) to uncover key CX trends across three areas:

Purchasing health insurance
Accessing healthcare services
Engaging in health and wellness activities

Within each area, we highlight survey findings, strategic implications and provide actionable insights to help payers and providers refine their CX strategies and boost engagement in today’s increasingly digital and consumer-driven market.

Select insights from the report:

Digital enrollment must boost member confidence: Consumers who work with agents report about 23% higher enrollment satisfaction compared to those who enroll without an agent.
Pharmacy BOPIS usage is 22% across segments: Group members use ‘buy online purchase in-store’ the most at 26%.
Health insurers trail other insurers in using email to communicate with members: 58% of consumers with homeowners’ insurance said email was a top communication channel from their insurer vs. 49% for those with medical health insurance.

Unlock key insights for CX success

Download “The state of healthcare digital CX” report to explore how consumer expectations are reshaping payer and provider go-to-market strategies and discover how to navigate today’s rapidly evolving CX landscape.

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