With reforms led changes, a new healthcare system is emerging in the United States and these are times of challenges and opportunities for the payer CIOs. CIOs who rise above these changes successfully will take to better technology adoption as the key driver to improve productivity, reduce costs, better care management and improve customer experience. In this scenario, payer organizations will have to leverage the best of the technology innovations to build new capabilities in response to the changing times. Driven by reforms and the new ground reality of a consumer driven industry, this document presents a transformational journey on how HCL can leverage the best of technology innovation to improve customer experience in a cost effective fashion

1. Augmented Customer Experience for
US Payer Organizations
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How to prepare for digital shift with
technology innovation?

2. Changing Macro Environment in the US will bring in an imperative need for Payer CIOs to improve
customer management and overall Experience
Drastic shift in consumer behavior with increasing number of members, doctors, brokers on mobile devices
There have been more hits on web from the smart mobiles than from the traditional desktops and
laptops.
The days of emails are slowly giving way to interaction over social networks with increasing
acceptance of platforms like Facebook, Google+, Twitter etc.
Portals help enterprises’ offerings reach the consumers, enable social interactions around services
offerings.
It’s a matter of time by when most consumer oriented businesses would embrace this shift. This will
enable enterprises to gain direct insights from their customers
Technology has touched the lives of people in all walks of life today and innovations happen almost every
second
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3. Business Problems- Customer Outreach along with Unique User Experience are key concerns –
Customer
Outreach
Program
Superior
Cust.
Experience
Technology
Innovation
Customer experience management, which has become more important in
the reforms led consumer driven scenario,
There is an imperative need for organizations to improve their customer
outreach capabilities
Payer organizations will have to leverage the best of the technology
innovations to build new capabilities in response to the changing times.
‘Better Customer Experience Management’ can be met by Payers by
leveraging the following innovative technology mediums –
Mobility & Social Media
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4. Mobility and Social Media are the key digital channels for Payer Organizations
LEVERAGING MOBILITY Applications
Mobile Web Application - which is easy to develop
and device agnostic
Native Application : which has an intuitive interface ,
leveraging best of OS platforms with additional features
like augmented reality etc.
Hybrid Application: Leveraging best of both the above
technologies. However User Experience is not very
attractive
Shift in ONLINE INTERACTIONS PATTERNS
Web 2.0 and rich internet solutions
Social Portals.
Social Networking Applications
 Apart from just reaching out to the consumers, there is a lot of data available, that can be tracked to help the enterprises take intelligent
decisions on their services and offerings
 Portals help enterprises’ offerings reach the consumers, enable social interactions about their services offer an attractive platform for
firms to know what consumers talk about them
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5. White Paper – Augmented Customer Experience with Mobility and Social Media
The US Healthcare industry is undergoing a sea change and CIOs who rise above these changes successfully will take to better
technology adoption as the key driver to improve productivity, reduce costs, better care management and improve customer
experience. In this scenario, payer organizations will have to leverage the best of the technology innovations to build new
capabilities in response to the changing times. A few questions that might concern Payer Organizations?
1. How is the changing customer landscape impacting US Payer Organizations?
2. How can the Payer Organizations succeed and excel in the new market place with changing Customer behavior?
3. What are those key technology tools and platforms which will facilitate transformation with in the Payer organization?
CLICK TO DOWNLOAD THE WHITE PAPER
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