Today’s consumers are empowered by technology that compels the U.S. healthcare players to explore new forms and channels of engagement. Continuous evolution of customer behavior means insurers and providers must align their business models to focus more on customer preference and demand. Insurers and providers are now more customer-centric and are streamlining operating models to meet patients’ changing preferences, demands and needs. Data analytics is allowing the players to increase their understanding of—and response to—consumer needs through real-time data insights. Future-focused insurers will personalize the patient experience using advanced tools and apps while formulating an actionable strategy to accelerate their digital journey.
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