We all have our favorite companies; these businesses do more than offer the products or services we want — they delight us by making it easy to conduct business with them. Consumers don’t always find it easy to navigate the complex world of health care. They tell us when they don’t like their experiences through surveys, comments, or by switching their health plan. The challenge to creating a delightful consumer experience is in identifying areas of friction and prioritizing where to make changes. How should you readjust your corporate consumer experience strategy, so your members consistently have a successful health care journey? Speakers in this session will discuss how health plans should measure, assess, and then improve their customer experience strategies.