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Member Registration Plagues Health Plan Sites
Interviews Of 17 Health Plans Uncover The Need For Email Addresses
November 20, 2009 , 5 pages
by Elizabeth Boehm
The Web is becoming a bigger part of health plans' member service and member communication strategies, but health plans struggle to drive adoption. Forrester recently interviewed customer experience professionals responsible for member service Web sites at 17 health plans and learned that registration levels and measurement approaches vary widely — even as security practices converge. To improve the value of their online efforts, health plan customer experience professionals should analyze administrative and medical savings from online members and capture email addresses during the enrollment process.

Harnessing Social Networking To Drive Transformation
November 19, 2009 , 9 pages
by Rob Koplowitz
When one of the world's largest defense contractors says, "We need to move from a culture of 'need to know' to a culture of 'need to share,'" you stop and listen. Competing in an industry driven by the mantra "loose lips sink ships," BAE Systems has identified a greater threat: failing to tap the collective wisdom and actions of its people. Smart organizations are looking to tap into the full power of the enterprise and beyond to drive better and faster decisions and to foster innovation that will keep them at the forefront of the changing economy. One approach that's top of mind for business technology leaders is the use of social networks to drive communities that span traditional organizational structures, or a Facebook for the enterprise. The types of organizations that are leading the trend may well surprise you.

Learn More About Your 2009 Business Analysts
November 13, 2009
by Mary Gerush
These data charts highlight more data from the Forrester Research/IIBA Q2 2009 Global Business Analyst Online Survey, first reviewed in the July 23, 2009, "Your 2009 Business Analysts: Know Them To Grow Them" report.

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