TOUCH POINTS – Defining and Realizing Consumer Centricity in Health Care

There's nothing more personal than health. Yet health care is notoriously consumer-unfriendly, making the industry an increasingly glaring outlier as industries like retail transform the customer experience — and consumer expectations. Customer experience expert Ingrid Lindberg hopes to close that gap. A veteran of Cigna and Prime Therapeutics, Lindberg says great consumer experience is fundamentally about delivering on the expectations a given brand has set for its customers. Learn what Ingrid teaches companies about to build trust, how she feels about her own health insurance customer experience, why Delta (the airline, not the virus) is winning right now, and how to — in her words — "make health care human."

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