Gartner Research

Purchaser Alignment for U.S. Healthcare Payers: A Transformative Customer Experience Model

Published: 01 July 2019

ID: G00403674

Analyst(s): Mandi Bishop


Healthcare payer CEOs prize retention and growth — but legacy systems, processes and organizational designs deliver fragmented purchaser experiences that undermine these priorities. Payer CIOs must adopt Gartner’s purchaser alignment relationship model to boost customer satisfaction and loyalty.

Table Of Contents


  • Payer Leaders Must Enable Member and Group Retention
  • Purchaser Alignment Is Imperative for Health-Value Management
    • Refocus on What Motivates Purchasers’ Decisions
    • Adapt and Align Your Systems and Data With the Full Purchaser Life Cycle
    • Rationalize IT Systems and Business Processes to Optimize Purchaser Alignment

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