Health plans will consolidate, BCBSRI CIO says

William Wray, Blue Cross Blue Shield of Rhode Island's chief information officer, thinks the health reform law will cause a lot of consolidation driven by scale and cost throughout the health insurance industry. Companies that aren't operationally excellent with superior risk management and top notch customer management skills aren't going to survive the next five years, he told Insurance and Technology. To succeed in the future, insurance companies must operate like banks and "delight the customer." Article