Member Engagement Dominates Health Insurance Conversation at AHIP Institute
What a difference a year makes. Last year in Seattle, the annual AHIP Institute health insurance conference included some references to customer centricity, but it was a peripheral conversation. At this year's AHIP Institute in Nashville, the "consumer" was everywhere.
Nearly everyone was talking about member engagement, customer experience, and building trust in sessions and on the show floor. It's clearly evident that health insurers have gotten the message about the importance of customer centricity. Now the challenge is to make it work.