Collaborative Healthcare Summit 2014: Healthcare in the Age of the Customer

Peter Mueller, Senior Analyst, E-Business and Channel Strategy, Forrester Research

The public exchanges are moving into their second enrollment cycle and 10 million people are poised to enroll through private exchanges in 2015. The term “exchange” has become a proxy for online consumer experience that enables shopping and enrollment. Within that there is an emerging broad spectrum of potential offerings. Digital capabilities for private and public exchanges are extremely important for member retention and optimized consumer journeys vary by market. Traditional health plans must continue refine shop-to-enroll retail experience and keep consumers from being overwhelmed by choice and complexity within these new channels for purchasing benefits. Find out what some of the core components of these journeys entail, how stakeholders are approaching the different markets as well as insights on key consumer preferences.


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