J.D. Power: Health plans need to improve communication | Marketing pros say how AI can boost user experience | Health system connects ventilators to IT network
May 21, 2020
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Customer Service Highlight
J.D. Power: Health plans need to improve communication
According to a study by J.D. Power, 60% of customers said their private health plans did not communicate with them at all about the coronavirus pandemic. "If traditional health insurance plans want to resist the threat from disruptors, they need to demonstrate partnership with members -- and on behalf of employers -- to improve member health, reduce costs and help members navigate the health care system," says J.D. Power's James Beem.
Full Story: Healthcare Finance (5/19),  FierceHealthcare (5/15) 
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Digital Trends & Transformation
Industry professionals share tips on how marketers can best use artificial intelligence when designing user experience. Hawthorne Advertising's Jessica Hawthorne-Castro recommends using AI "to alter product options, add-ons and benefits in real time," while ZenMango's Arjun Sen says, "As AI-driven user experience becomes the norm, a brand's differentiated visual equity will be critical to stand out in multibrand platforms."
Full Story: Ad Age (tiered subscription model) (5/20) 
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Ventilators in the Yale New Haven Health system are now connected to the system's IT network, enabling remote patient monitoring and management. A Wi-Fi-enabled device transmits data from the patient's ventilator and other monitors to the respiratory therapy department, which is separate from clinical care areas.
Full Story: HealthLeaders Media (5/15) 
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LinkedIn released a 22-page guide detailing content trends on its platform during the pandemic, including a surge in engagement with content related to coronavirus. The guide outlines three key principles marketers should use to steer their content efforts -- "manage employees through change," "lead with trust" and "adapt to drive business continuity" -- and shares tips and examples of the type of content marketers can post to reflect each one.
Full Story: Social Media Today (5/19) 
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Data & Analytics
Banner Health builds online platform with physician data
Banner Health tapped Kyruus, an information technology firm, to build an online platform with data on physicians to help customers select a provider. "Having up-to-date information enables matching the right physician at the right time for the right service," says Christen Castellano, Banner's vice president of customer-experience channels.
Full Story: Healthcare IT News (5/20) 
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The world's installed renewable energy capacity is expected to increase by 6%, or 167 gigawatts, in 2020, marking a decline in year-over-year growth for the first time in 20 years, says the International Energy Agency. The report attributes the trend to supply chain disruption, closures and social-distancing measures brought on by the coronavirus, but says growth will likely return to 2019 levels in 2021.
Full Story: CNBC (5/20),  Reuters (5/20) 
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Arizent surveyed executives in the financial services, wealth management and professional services sectors on how the coronavirus pandemic has changed business. As part of a detailed look at the findings, PaymentsSource's Michael Moeser writes, "Companies will need to proactively engage all customers regardless of age, affluence or digital capability on an equal level in order to maintain a healthy portfolio of clients."
Full Story: Employee Benefit News (free registration) (5/15) 
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Innovation & Disruption
Calif. awards $9M grant to blockchain energy project
A blockchain-based project received a $9 million grant from the California Energy Commission for a distributed renewable energy system. The Bassett-Avocado Advanced Energy Community will focus on providing renewable energy to disadvantaged communities in Los Angeles County.
Full Story: Utility Dive (5/19) 
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Many hotels and resorts are making major changes in the wake of the coronavirus outbreak, including having guests carry their own luggage, wear personal protective equipment and use digital keys. Hilton Hotels is offering contactless check-ins and check-outs, while others are operating at a maximum capacity of up to 30%.
Full Story: CNBC (5/18) 
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Cyberinsurers are concerned that the shift to remote work will cause additional cyberrisks to emerge, prompting them to seek more information about how policyholders are guarding against cyberattacks and planning their response to such incidents. Insurers also are working to improve their cyberrisk modeling and to help policyholders identify and address vulnerabilities.
Full Story: The Wall Street Journal (tiered subscription model) (5/18) 
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Fear of danger is ten thousand times more terrifying than danger itself.
Daniel Defoe,
writer, journalist
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