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Customer Experience

ICF Healthcare Case Study


At ICF, our consultants know that helping our clients meet their goals also means understanding their customers’ experiences. By engaging with our clients at every step of implementation of new customer solutions, ICF helps deliver the expert insights organizations have come to trust when they can’t settle for anything less than success.

This ICF case study illustrates our understanding of consumer touchpoints and perceptions through journey mapping. As Medicaid increasingly moves to a choice-based market, our client sought to understand what motivates individual consumers. So, this healthcare company turned to the ICF team to learn more about what factors influence an individual's journey—from choosing a Medicaid managed care organization, to what influences their perceptions once enrolled, to deciding whether to renew.

ICF delivers a broad portfolio of services that support government-sponsored healthcare and reforms, including customer solutions. Download your copy of this case study to learn more about how ICF’s healthcare solutions can help turn your customer relationship goals into impactful realities.

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