With consumerism redefining the health care ecosystem, encouraging health insurance providers and care providers to collaborate and create an integrated experience through their member's care journeys will become critical.

The member experience is expected to play a vital role in enhancing member acquisition and retention rates. Not only will health insurance providers need a 360-degree view of their members across physical and digital touchpoints, but they will also need to deploy a multi-modal approach to build new data pathways that can fuel advanced analytics and AI to gain deep insights into member journeys. Health insurance providers need to transform member insights to closed-loop digital services that create a frictionless and personalized patient experience for connected consumer-member personas that will result in higher retention and better enrollment conversions.

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