Topic Marketing & sales


Understanding the impact of unmet social needs on consumer health and healthcare

Income, employment, education, food security, housing, transportation, safety, and social support are all factors that affect health and well-being.


Automation at scale: The benefits for payers

Process automation at scale is now feasible for most payers. When coupled with other next-generation digital tools, we estimate that it may enable many payers to reduce operational costs by up to 30 percent within five years.


Spinning customer insights into business gold

Few healthcare organizations fully leverage customer insights to drive decision making and performance. Here’s how you can translate that data into concrete business initiatives.


Against the odds: How payors can succeed under persistent uncertainty

The US health insurance industry continues to be defined by uncertainty. The 25 articles in this compendium can help health insurers navigate the changes ahead.


Distributed sites of care: At the tipping point?

Increasingly, consumers are seeking services at sites of care outside of the traditional health system infrastructure. This shift has important implications for how health systems think about their asset base and scale.


Enabling healthcare consumerism

Companies that can learn to understand, guide, and engage healthcare consumers, while inspiring their loyalty, have a significant opportunity to change the healthcare landscape.


2016 OEP: Consumer survey findings

As the Affordable Care Act (ACA) third individual-market open enrollment period (OEP) came to a close in January, McKinsey’s Center for U.S. Health System Reform conducted its eighth national online survey to gather insights into how the individual-market and consumer behavior have evolved.


Great customer experience: A win-win for consumers and health insurers

Our research suggests that improving customer experience could lead to significant financial gain, and that an approach beginning with a deep understanding of the consumer's journey could be the key to success.


Debunking common myths about healthcare consumerism

As consumers take an increasingly active role in healthcare decision making, payors and providers need an accurate understanding of how healthcare consumerism is playing out. Using data from surveys of thousands of people across the U.S., we debunk eight of the most common myths circulating in the industry.


Insights into Hispanics’ enrollment on the health insurance exchanges

New McKinsey research sheds light on why Hispanic enrollment rates continue to be low – and how these numbers could be improved.


One-on-one with Helena Foulkes: THINK CUSTOMER

Go big or go home. Plan for great. Use the power of purpose.


Winning strategies for participating in narrow-network exchange offerings

In the post-reform era, payors will attempt to capture savings by creating limited networks with reduced reimbursement rates. To respond, health systems need a clear understanding—market by market—of their competitive advantages and of when, if, and how to trade price for volume.


Winning with consumers: What payors can learn from 'consumer' companies

This document discusses five strategies adopted by leading consumer companies to engage customers: customer experience and branding, channel excellence, risk management, consumer value management, and product design and innovation.


The role of emotions in buying health insurance

As consumers face more choice, complexity, and financial exposure for their healthcare in an increasingly uncertain world, what they are really seeking is peace of mind.


The missed opportunity for US health insurers

Most healthcare payors convert less than 10 percent of the customers who move to a new product class. There is substantial room for improvement.


What consumers want in healthcare

Consumers are confused, concerned, and uncertain about their health insurance and financing needs. Companies should listen to them.