Ebook

Seven journeys every payor should measure and optimize

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Most insurers believe journeys are something they can control. Customer experience (CX) leaders attempt to steer members in a specific direction so they can optimize KPIs like enrollment self-service rates and cost to serve.

But your members have their own goals like seeing a specialist or enrolling in a care management program. Some members use multiple channels; others rely on just one to accomplish the same goal.

It’s time to define and measure journeys from the member perspective. By aligning their goals with company objectives, you’ll have the data you need to optimize experiences at scale. And you can establish a link between CX and business outcomes.

Download the ebook to see how. You’ll learn:

The right way to define a customer journey
The seven most critical journeys
How to identify milestones, signals and metrics to score performance
How to quantify the impact of member experience and business KPIs

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Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.