The document discusses how payers must change their approach to better manage population health and accountable care. Specifically: - Payers currently only interact regularly with 20% of members through monthly bills, but will need to engage more members to improve outcomes. - The member experience needs to be omni-channel, interactive, cognitive, and mobile-first to better engage individuals. - The payer business model will shift from business-to-business to consumer-focused in order to retain and service more individual customers. - Payers currently do not have the right systems or data to effectively support individual members and need strategies to improve care, wellness, and population health management.