People expect a frictionless experience, especially in health care. Yet, despite spending millions of dollars on experience improvements, plans still lag behind because they aren't investing in things that matter the most for member satisfaction and costly care use. In our 2019 health care experience survey, we asked over 3,000 individuals about the frictions they experienced while getting care to see which ones impacted costly care use or retention.

This presentation will provide case studies and key insights into where in the customer journey plans should invest to improve satisfaction and lower medical spend.

Please join us on Wednesday, February 12, 2020 at 2 p.m. Eastern for the HealthcareWebSummit event "The Financial Case for a Frictionless Experience," co-sponsored by Advisory Board. Click here for detailed information or to register.