Even though healthplans recognize customer experience (CX) as a top strategic priority, most aren’t yet seeing proportional returns from their growing investments in digital tools and AI. The challenge isn’t intent; it’s impact. This benchmark report from League and Healthcare Dive explores how leading health plans are modernizing their digital foundations, redefining CX success, and applying agentic AI to bridge the gap between innovation and measurable CX outcomes.
Key Report Insights:
Major investments are being made in upgrading the member experience
Health plans are making major investments to improve the member experience. Yet, most organizations struggle to connect these efforts to measurable CX outcomes. Despite growing investment, value realization remains limited, revealing a widening gap between ambition and impact.
Legacy infrastructure remains the top barrier for improving CX
Legacy infrastructure and siloed data remain the biggest barriers to progress, keeping many health plans stuck in pilot mode. Leading organizations are advancing without full-scale overhauls—modernizing key areas, layering intelligence on existing systems, and proving value through measurable wins.
Modernization is underway, but payers are still early in their AI maturity
AI dominates healthcare conversations, but impact still lags. Forward-thinking payers are using agentic AI to accelerate CX transformation, connecting data, orchestrating engagement, and driving measurable ROI across the enterprise.
- Connecting CX, digital, and AI strategies to drive enterprise-wide impact
- Breaking through legacy and data barriers to enable smarter, continuous engagement
- Using agentic AI to close care gaps, reduce spend, and improve satisfaction
