Humana ranked No. 1 among Health Insurers for customer experience (CX) quality in Forrester’s proprietary 2021 US CX Index survey. The ranking was based on responses from more than 85,000 US survey respondents from 13 industries, including airlines; auto/home Insurers; auto manufacturers (luxury and mass-market); banks (direct and multichannel); credit card issuers; federal government agencies; health insurers; hotels, investment firms; retailers; and utilities. Along with this notable recognition, Humana also ranked the highest on clear communications and providing transparent prices, rates and fees amongst health insurers.
“We are honored to receive this recognition as we strive to put our customers at the center of everything we do,” said Vicki Perryman, SVP, Consumer & Provider Services and Solutions. “Addressing our customer needs through clear communications and providing transparency in all of our products and services is of utmost importance in building trust and long-term relationships with our customers.”
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Forrester’s CX Index score measures how a company delivers customer experiences that create and sustain loyalty. Conducted for the seventh year in a row, Forrester’s CX Index results are benchmarked on a survey of 85,073 US customers across 220 BRANDS and 13 industries. CX leaders grow revenue faster, drive higher brand preference, and can charge more for their products. Additionally, CX Index helps brands identify the key drivers of a positive CX for their customers to prioritize efforts. Even a minor improvement to a brand’s customer experience quality can add tens of millions of dollars of revenue by reducing customer churn and increasing share of wallet. Superior CX leads to reduced service costs and lowers the cost of customer acquisition through word of mouth.
“The past year has revealed how brands who keep their customers at the center of all they do can continue to meet evolving customer needs even in a crisis,” said Michelle Yaiser, VP of CX Analytics at Forrester. “The brands that adapted how they engaged with customers while continuing to make them feel good about their interactions, saw higher CX Index scores, increased customer loyalty, and a larger group of devoted customers.”
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Forrester’s CX Index gives businesses a deep and actionable understanding of the quality of their customers’ experiences, competitive benchmark data so that business and technology leaders know how they stack up against their peers, and the ability to model the improvements that will have the biggest impact on revenue.
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