The Healthcare market is going through one of the biggest evolutions ever and there is only ONE true differentiation for your organization. Do you realize that your organization is being compared to Amazon, Apple, Zappos, and Walmart? This presentation will make you think about how EVERY interaction, from marketing to sales to service, can either make your organization a success or a failure. Innovating a Healthy Tomorrow is not only for your customers (members), it is also for you and your organization’s SUCCESS. Bring your contact center from a "Cost Center" to a "Profit Center"

1. The Hidden Benefit from an
Exceptional Customer eXperience
Dale Zwizinski
Oracle Customer Experience
@dzwizinski
dale.zwizinski@oracle.com

2. Innovating a Healthy Tomorrow
State of the Payer Market
(Re)Defining Customer eXperience
3 Places to Innovate for a Healthy Tomorrow
What is at Stake?
Open Conversation

3. $8.71 1.95
90% of inbound interactions
come in through the phone
The average cost per call
handled by a payer agent
was $8.71 in 2014
2014 average “Number
of calls to resolution”

4. Innovating a Healthy Tomorrow
State of the Payer Market
(Re)Defining Customer eXperience
3 Places to Innovate for a Healthy Tomorrow
What is at Stake?
Open Conversation

5. social
mobile
y-gen
self discovery
buying
learning
targets
choice
value
expectation
information
Your Customer has
CHANGED
Your Industry has
CHANGED
ACA
open market
governance
pricing
reimbursement
consolidation
new entrants
choice
value
expectation
information
The “Perfect” Storm

6. Innovating a Healthy Tomorrow
State of the Payer Market
(Re)Defining Customer eXperience
3 Places to Innovate for a Healthy Tomorrow
What is at Stake?
Open Conversation

7. “Customer Experience (CX) is the sum of
all interactions a customer has with a supplier.”
Across Marketing / Selling AND Service & Support

8. 1980s 1990s 2000s 2010s
Empowered
Customers
Digital is
Humanized
Knowledge
Everywhere
Internet of
Things
Mobile as
Primary Channel
Cross-Channel
Service
WHAT’S NEXT
it’s
DIFFICULT
Delivering Great Customer Experience

9. Take a Modern Approach to
Customer Experience
Shift to Individuals: How to attract
and retain new members with B2C
practices and technology
Deliver Value: Insufficient
customer insight to understand
customer and grow relationship
Fragmented Systems and
Information: The shift to
individuals demands rapid business
process adoption and product
innovation
Payer Challenges Modern CX Approach
Understand & Acquire: Understand the
growing segments in the market, millennials
and retirees, and engage at every point in
their journey
Turn Problems into Opportunities:
Embed knowledge at the heart of your multi
channel service strategy, including social.
Be Relevant & Grow: Become a partner in
health to attract, engage and retain
members.
Be Agile: Have the operational ability to
enter new markets, respond to changing
legislation and launch new offerings quickly
Improve member engagement
and satisfaction: Consumers
demand a continuous experience
across all channels

10. 2014
2018
20% 7% 65% 8%
Web Self Service Social Phone/IVR Chat
Source: Gartner
+50% +300% +150%
-64%
Consumer Behaviors Continues To Evolve
Digital Channels Have Now Become The Preferred Choice
30% 28% 22% 20%
Web Self Service Social Phone/IVR Chat
2 Years Web Self Service Social
Phone/IVR
Chat

11. GET
AHEAD
GET BETTER
GET GOING
3. OMNI CHANNEL STRATEGY
Moving from anonymous service, to personalized
segmented engagements, that can connect to a CX
Strategy.
2. CROSS CHANNEL STRATEGY
Moving from silo systems for agents to engage, to unified systems for
consistent and relevant service quality on every channel.
1. MULTI CHANNEL STRATEGY
Moving from limited silo channels, to multiple channels of choice for
customers to connect on any device.
0. SILO CHANNEL STRATEGY
Introducing single or silo channels to connect with customers
{Profit Center}
{Cost Center}
Mature Your Service Strategies
Omni-Channel Is An “Evolution”, Not A “Revolution”
MODERN CUSTOMER SERVICE

12. Innovating a Healthy Tomorrow
State of the Payer Market
(Re)Defining Customer eXperience
3 Places to Innovate for a Healthy Tomorrow
What is at Stake?
Open Conversation

13. Knowledge
Management
• Content Authoring
• Semantic Search
• Guided Knowledge
• Knowledge Analytics
• Integrated Apps
• Knowledge APIs
Where do we start?
Modern
Agent Center
• Case Management
• Guided Resolution
• Customer Engagement
• Social Contact Center
• Agent Mobility
• Unified Agent Desktop
Customer
Self-Service
• Web Self Service
• Social Self Service
• Email Support
• Live Chat
• Virtual Assistant
• Smart Engagement
• Co-Browse
• Click-to-Call

14. Innovating a Healthy Tomorrow
State of the Payer Market
(Re)Defining Customer eXperience
3 Places to Innovate for a Healthy Tomorrow
What is at Stake?
Open Conversation

15. $8.71 1.95
90% of inbound interactions
come in through the phone
The average cost per call
handled by a payer agent
was $8.71 in 2014
2014 average “Number
of calls to resolution”

16. 16
$8.71 1.95
90% of inbound interactions
come in through the phone
The average cost per call handled
by a payer agent was $8.71 in 2014
2014 average “Number
of calls to resolution”
3,250,000
Estimated Annual Call Volume
$0.33
Average cost per inquiry
addressed via self-service
$5,269,000
Conservative Estimated
Savings

17. From Cost Center -> To Profit Center
Growing The Value You Deliver To The Business
INCREASED PRODUCTIVITY
REDUCED VOLUME
LOWER COSTS
EFFICIENCY
(LOWER EFFORT)
INCREASED SATISFACTION
IMPROVED LOYALTY
HIGHER ADVOCACY
RETENTION
(STRENGTHEN
RELATIONSHIPS)
INCREASED OPPORTUNITIES
IMPROVED CONVERSIONS
DRIVING MORE SALES
ACQUISITION
(INCREASE REVENUE)
ORACLE ROADMAP TO MODERN
TM
-$$ SAVE HERE
Reduce Service & Support
Volume And Cost
=) INVEST HERE
10x Cheaper To Retain
Customers Then Acquire New
+$$$ GROW HERE
More Opportunities From
Loyal Brand Advocates

18. THANK YOU!
Dale Zwizinski
Oracle Customer Experience
@dzwizinski
dale.zwizinski@oracle.com
October 5, 2016