Parag Sharma, CEO and Founder of Mantra Labs shared some key insights on ‘AI and Future Insurance Customer Experience’ at an event hosted by IRDA and supported by India Insurtech Association:
Conversational CX extends across the entire value chain, not just the upfront admission & onboarding process.c
Most healthcare providers today accept the central role of CX in maintaining the loyalty of patients and health consumers. A growing mix of both large and mid-sized healthcare organizations have transitioned to ‘Value-based Care’ from the older ‘Fee-For-Service’ model. However, elevating CX remains a major concern due to lack of patient recorded information (via voice, email, text) and a 360-degree view of the consumer (aggregated from clean data sources) creating disjointed care experiences. In the face of greater patient demand and overburdened legacy health systems, CX tools & solutions form a critical starting point for Providers to transform simple touch points into connected care experiences.
Building a national digital health ecosystem is beneficial in the short run and long run for every stakeholder within the healthcare sector.
Adopting CX technologies allows Insurance enterprises to enable scale & speed, engineer new experiences, and analyze behavioral data.
The unprecedented nature of the pandemic pushed healthcare from a traditional in-person model to the digital realm almost instantly. Connected health swooped in to define the patient experience during the pandemic, but as healthcare moves forward — how will digital define the experience transformation needed in India’s healthcare delivery.
Among several technological innovations and widespread adoption of specific applications, here are the top insurance trends in 2021.
The digitally enabled healthcare consumer is informed, proactive and above all lives in an omni-connected world.
Since the Pandemic began, traditional insurance protection and cover products have evolved to meet new customer demands. According to recent WHO and EY reports, Consumers now prioritize ‘protecting their health’ above all other personal needs.
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