Bibliographic Details
| Title: |
The CEO of UnitedHealthcare on Fixing What Frustrates Customers Most. |
| Authors: |
Noel, Tim (AUTHOR) |
| Source: |
Harvard Business Review. May/Jun2026, Vol. 104 Issue 3, p132-135. 4p. 1 Color Photograph, 1 Graph. |
| Subject Terms: |
*Reengineering (Management), *Customer relationship management, *Organizational learning, *Health insurance claims, Artificial intelligence in medicine, Customer service quality control |
| Abstract: |
Several years ago UnitedHealthcare launched a Consumer Resolution Center that combines AI insights with human judgment to proactively identify customers in distress and empower skilled employees to resolve their problems quickly. Working across functions and without excessive bureaucracy, CRC teams have since turned service recovery into a source of learning that has enabled the company to rewire processes, policies, and benefits at scale. The story of the CRC's success shows how effective managers can stay close to frontline reality, trust data over intuition, and move decisively to scale what works. [ABSTRACT FROM AUTHOR] |
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| Database: |
Business Source Index |