The Affordable Care Act passed in 2010, creating a good deal of change in the health care industry, with much more to come. This paper features Darren Rodgers, Chief Marketing Officer for Health Care Service Corporation (HCSC) on the topic of legislation and current trends in health care, and marketing's role in keeping customers loyal and satisfied through a time of transition.

Download Delivering a Healthier Customer Experience Throughout Change to find out what steps HCSC is taking to better manage customer relationships in the face of great change, including how to:

  • Help employees think differently in the midst of change.
  • Ensure traditional call centers and digital channels work synergistically.  
  • Apply analytics to understand consumers and serve their needs better.
  • Integrate mobile channels to create a common customer experience across local markets. 

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