Executive Briefings | October 21, 2020
Knock, Knock: Who Is Answering Your Digital Front Door?
Consumer experience of services is going to matter more in the years ahead. The reasons are many. On the consumer side, expectations have changed—and they are paying more of the bill (see Retail Health Care: Now Playing, In A Store Or Screen Near You). And health plans are more attuned to the consumer experience—HEDIS measures and CMS STARS ratings are increasingly incorporating consumer feedback (see <a href="https://www.openminds.com/market-intelligence/editorials/the . . .