Humana Inc. is driving an extreme makeover–in customer service, that is.
A few years ago, the national health benefits company identified service as a competitive differentiator. Top leaders defined six key characteristics–accuracy, reliability, easy to use, courteous, proactive, and personalized–that contribute to a "perfect service" experience for consumers. According to Bruce J. Goodman, chief service and information officer at Humana, almost all IT projects must improve customer experience in one of these key attributes.
"Anything we do has to match back to those characteristics," he explains.
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