Instead of chasing after the latest technology and tools, determine whether these tools add value to the customer experience, advises Will Hinde, senior director in West Monroe Partners'
healthcare practice. For example, mobile apps "are the sexy thing to talk about but most insurance companies struggle to get their app downloaded," Hinde says. "Companies should only invest [in a new solution] if it adds value such as by influencing behavior, provides cross-sell opportunities, and builds loyalty."
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