Health is extremely personal, emotional, and it means something different to every individual. On the other hand, health care can often feel impersonal, fragmented, and complex. As a result, it lags far behind other industries in meeting consumer expectations.

In this episode of the Health Unscripted Podcast, Katya Andresen, chief digital and analytics officer at The Cigna Group, discusses achieving customer-centricity in health care – starting with the consumer and their needs, then building diverse teams to get the best (but not always the easiest) answer or solution.