Leveraging a More Impactful Analytics Strategy to Improve Your Health Plan Member CX

Healthcare organizations are increasingly eager to leverage analytics technologies, including machine learning and artificial intelligence (AI), in new ways. One telling sign of this is that the global predictive analytics healthcare market, which was valued at $1.8 billion in 2017, is projected to reach more than $8.5 billion by 2025. 

But as technology evolves, it’s clear that the types and use of analytics platforms that can drive change among health plans as well as the breadth of applications that can elevate customer experience (CX) strategy are often underutilized, or even misunderstood. In reality, there are now multiple types of analytics technologies that transform health plans in positive, impactful ways. 

For example, deep-dive descriptive analytics technology can transform health plan customers’ experience (CX) by identifying opportunities for improvement that plans would otherwise miss. Predictive analytics applications, meanwhile, can gauge the likelihood of future actions, behaviors, and even perceptions of health care by plan members. Given CMS’ recent decision to double the weight of experience-based quality measures used to calculate Medicare Advantage Star Ratings, harnessing the power of these two types of analytics applications together could become a key determinant of success in 2022 and beyond.