Strategy Outcomes M&A Outcomes Sourcing Outcomes SYNAPTIC Methodology
Strategy Customer Experience M&A Sourcing
Healthcare Media & Telecom Entertainment Consumer-Focused Industries
Blog White Papers
About Co-Founders Why Capto? Our Core Principles Our Story Contact Us
GO FAR, QUICKLY

You Are Spending Your Member Service Dollars in the Wrong Place

Healthcare payers have spent years investing in “Member Service.” But today, it is the overall Member Experience (MX) that drives revenue growth through new member acquisition and churn reduction.

 

The facts about MX
and its impact on your top line

 

Our whitepaper will tell you where it is critical to invest specifically in MX and:

 
 
 
CAPTO_0036_Page_v4-2 (2)-04.png

How Member Experience improvement drives revenue.

CAPTO_0036_Page_v4-2 (2)-02.png

How payers are uniquely capable of hyper-personalization at scale—the key to Member Experiences

 
 
 
CAPTO_0036_Page_v4-2 (2)-05.png

Key Member Experiences that most closely correlate to improvements in Net Promoter Score (NPS).

CAPTO_0036_Page_v4-2 (2)-03.png

Describe an evidence-based methodology that will more effectively focus and sequence your MX investments.

 
 

What would a 10% improvement in Member Experience vs. Member Service look like?

 
 
CAPTO_0036_Page_v4-2 (2)-06.png
 

While Member Service investments have been generous, the returns are lackluster.

 

We understand that your current investment into Member Service isn’t giving you enough impact, your NPS performance isn’t reflecting your efforts and you’re missing opportunities to connect with your customers and members. All of which affect revenue.

 

Member Experience and Member Service are not interchangeable.

 
 
CAPTO_0036_Page_v4-2 (2)-13.png

Member Service focuses on directly supporting the member through human touch points, contact centers, member portals and apps.

VS

 
CAPTO_0036_Page_v4-2 (2)-14.png

Member Experience is the sum of your member’s experience across the entire operating model of offering, purchase and use of healthcare services.

 
 

We have the strategy and expertise to provide better MX project identification and prioritization, resulting in a realistic roadmap for tangible MX improvements.

 
CAPTO_0036_Page_v4-2 (2)-09.png

We meet you where you are in your MX investment strategy.

CAPTO_0036_Page_v4-2 (2)-08.png

We optimize your MX strategy by identifying the most impactful areas in which to invest

CAPTO_0036_Page_v4-2 (2)-07.png

Our only goal is providing you with the strategy that gets you results. Period.

CAPTO_0036_Page_v4-2 (2)-12.png