Study of health insurance industry, including all Blue Cross Blue Shield plans and large national competitors, identifies Leaders and Laggards in digital customer experience
NTT DATA Services, a recognized leader in global technology services, today released its latest Customer Friction Factor (CFF?) assessment. The new study examined digital customer service transactions in the health insurance industry, specifically grading insurers as Leaders or Laggards based on how easy or difficult it was for Baby Boomers to shop for Medicare Advantage plans online. Of the 42 health plans analyzed, the Blue Cross Blue Shield plans for Alabama, Northeastern New York and Western New York ranked highest with the least amount of customer friction, earning leading scores in customer engagement and transaction process. ... |