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How Humana is Expanding Its Data Analytics Capabilities and Digital Strategies to Deliver a Better Customer Experience

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From walking in the customer’s shoes to empowering frontline agents, Humana is rolling out customer experience innovations based on consumer input, expanding its data analysis expertise, implementing personalization and artificial intelligence tools, and developing a broad omni-channel strategic vision – all in the interest of making health care easier and more effective for its members.  
 
Geeta Wilson, Humana’s Vice President of Consumer Experience – Enterprise Transformation, spoke with....

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