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Patient Protection and Affordable Care Act (PPACA) is fundamentally transforming the healthcare industry landscape. The insurance industry is making an irreversible shift from a predominantly B2B marketing model to a growing retail model. Establishment of public exchanges will bring an influx of tens of millions of new customers. But along with this phenomenal opportunity, comes a challenge: Health insurance companies are about to witness a consumer revolution.


It’s the age of the empowered, multichannel consumer. Armed with multiple devices, the consumer’s relationship with the business is made up of cross-touchpoint journeys. How can a business get started on improving customer journeys? Based on our experience in enabling smart, connected, multichannel journeys for leading enterprises around the world, we have identified 10 steps for success.