Gartner Research

Healthcare Payers Must Provide Concierge Consumer Engagement Services to Win Back Member Relationships

Published: 07 February 2019

ID: G00382410

Analyst(s): Jeff Cribbs , Bryan Cole , Mandi Bishop


Concierge consumer engagement services orchestrate member experience, disintermediating payers from member relationships and diminishing payers’ value proposition to group purchasers. Healthcare payer CIOs must enable competitive engagement services by implementing a consumer engagement hub.

Table Of Contents
  • Key Challenges



  • Rally Executive Support to Invest in Experience Orchestration Capabilities by Quantifying the Financial Impact of Relationship Disintermediation
  • Update Your IT Environment to Support CCES by Building an HCCEH
  • Develop a CCES Roadmap and Evaluate Partnership Opportunities to Fill Functional and Technical Gaps and Accelerate Speed to Market

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