Gartner Research

Healthcare Payer CIOs Will Accomplish the Digital Transformation of Member Experience in Three Generations of Technology

Published: 04 November 2015

ID: G00276940

Analyst(s): Jeff Cribbs


The digital transformation of member experience will progress over three generations of technology, with the transitions representing natural breaking points in investment. Payer CIOs and business leaders should use this research in strategic planning for member experience initiatives.

Table Of Contents


  • The Need for a Member Experience Generations Model
  • The Essential Starting Perspective of the Generations Model
  • The Member Experience Generations Model
    • Generation 1: Wake Up, Patch Up, Catch Up
    • Generation 2: More Person-ing Than Processing
    • Generation 3: Experience Digital Business
  • The Critical Technology View of the Generations Model


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