Humana CIO: 4 keys to deliver next-gen customer experience

Humana Chief Service & Information Officer Brian LeClaire explains four factors insurers need to deliver the next-generation customer experience. "There are four very large tech-based trends that most industries need to embrace: mobility, cloud, social and analytics," LeClaire told Insurance & Technology. For mobility, he said companies should establish "mobile ecosystems"  to share information with their members wherever they are. "Cloud [is] the ability to deliver capability to the person on that device," he added. And social is about how insurers interact within the mobile arena to form important relationships. Lastly, analytics involves leveraging clinical information on members, the connections people have and the devices they carry to meet their needs, LeClaire said. Article