Gartner Research

2015 Top Action for Healthcare Payer CIOs: Advance Data-Driven Consumer Experience Transformation

Published: 26 February 2015

ID: G00273386

Analyst(s): Jeff Cribbs

Summary

The transformation of consumer experience must advance beyond the imaginative phase that was the hallmark of 2014. In 2015, payer CIOs must enable data collection and analytics capabilities that ensure consumer experience transformation delivers real business results.

Table Of Contents

Analysis

  • Recommendations
    • Perform a Customer Experience Management Capability Assessment, Using Gartner's CXM Maturity Model
    • Take the Output of Marketing Efforts in Consumer Experience Modeling and Create a Plausible Measurement Strategy
    • Drive Advanced Analytics That Tie Consumer Experience Measurement Directly to Enterprise KPIs, Applying Special Rigor to Touchpoints Commonly Thought to Be "High Impact"
  • Conclusion

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