![\"\"](\"https:\/\/distilinfo.com\/healthplan\/wp-content\/uploads\/sites\/2\/2022\/08\/1-e1659958987565.jpg\")
<\/figure>\n\n\n\n\u201cThis year\u2019s CX Index results clearly indicate that brands need to continue to be customer obsessed \u2014 putting their customers at the center of their leadership, strategy, and operations \u2014 if they want to deliver exceptional CX,\u201d Michelle Yaiser, vice president of CX Analytics at Forrester, said in the press release. \u201cBrands that provide strong emotional quality in customer experiences see higher CX Index scores, foster greater brand loyalty, and enable stronger customer trust.\u201d<\/p>\n\n\n\n
Improving member experience for health plans can help boost revenues by reducing churn, according to the press release.<\/p>\n\n\n\n
A separate study conducted by Forrester revealed that payers have been lacking in the digital member experience department. For example, members expressed dissatisfaction with their health plan\u2019s website, emailing, and online chat features.<\/p>\n\n\n\n
Data has suggested that public payers generate better member experiences. Medicare Advantage, Medicare fee-for-service, and Medicaid plans received higher member satisfaction scores than employer-sponsored health plans did, according to a survey from Insure.com.<\/p>\n\n\n\n Medicare Advantage plans, in particular, have received positive feedback from members. For example, an eHealth survey found that 88 percent of Medicare Advantage beneficiaries were satisfied with their plan and 86 percent would recommend Medicare Advantage to family or friends.<\/p>\n\n\n\n In the past year, Humana has expanded its Medicare Advantage footprint and offered additional benefits to its beneficiaries.<\/p>\n\n\n\n The payer announced plans to launch\u00a0new Medicare <\/a>Advantage plans in Tennessee that address dual-eligible benefits, veteran coverage, and food insecurity. The payer also introduced COVID-19 testing<\/a>, treatment, and vaccination coverage for all Medicare Advantage beneficiaries in the state.<\/p>\n\n\n\n In addition, Humana has worked to expand value-based care to Medicare Advantage beneficiaries.<\/a><\/p>\n\n\n\nSource: HealthPayer Intelligence<\/a><\/span>\n\n\n\n <\/p>\n","protected":false},"excerpt":{"rendered":"![\"Medicare](\"https:\/\/distilinfo.com\/healthplan\/wp-content\/uploads\/sites\/2\/2022\/08\/22-e1659535092828.jpg\")
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