Conduent Named a Leader in Inaugural Everest Group PEAK Assessment of Healthcare Customer Experience Management Service Providers
January 17 2023 - 08:45AM
GlobeNewswire Inc.
Conduent Incorporated (Nasdaq: CNDT), a global technology-led
business process solutions company, today announced that the
company is recognized as a Leader in Healthcare Customer Experience
Management (CXM) in North America PEAK Matrix ® Assessment 2022.
The inaugural report from Everest Group provides a definitive
framework for assessing the market success and overall capability
of service providers based on performance, experiences, ability and
knowledge.
Of the 19 providers for healthcare CXM evaluated in North
America, Conduent ranked a “Leader” in the top three of the highest
performing categories: Market Adoption, Portfolio Mix and Value
Delivered. Everest Group noted the company’s large scale operations
across commercial and government healthcare, the expansion of BPaaS
offerings and the introduction of the Benepath® Suite of solutions
as major factors contributing to Conduent’s position in the
assessment. Also mentioned among Conduent’s key
differentiators:
- Integration of
back-office customer relationship management (CRM) with
front-office contact center operations to provide Medicaid
enrollment and eligibility solutions
- Investments in
advanced customer experience (CX) analytics tools, AI and
automation
- Digitally enabled
social media servicing and content moderation capabilities
“Conduent has strong healthcare platforms capabilities, a
proprietary suite of point solutions for Medicaid services and a
strong risk-sharing appetite which is demonstrated through next
generation pricing models,” said Sharang Sharma, Practice Director,
Everest Group. “Their deep domain expertise, especially across
claims management and member engagement services and committed
investments in advanced CX technologies, coupled with a balanced
shoring mix makes Conduent well positioned to support diverse and
growing requirements of both healthcare payers and providers. This
has helped position Conduent as a Leader in Everest Group's
Healthcare CXM Assessment.”
The report identifies other distinguishing strengths including
Conduent’s resilient CXM operating structure which is designed to
meet clients’ ever-changing needs by optimizing processes,
improving experiences and reducing costs.
Randall King, President, Commercial Solutions at Conduent, said,
“We are pleased that Everest Group’s first ever healthcare CXM
assessment affirms our position as a market leader in the segment.
Our sustained investments in advanced technologies, a strong
workforce and an ecosystem of wide-ranging partnerships enables our
ability to help commercial and government healthcare organizations
provide essential services to millions of patients and members
every day.”
Conduent was also named a Leader in Everest Group’s Healthcare
Payer Operations PEAK Matrix® Assessment 2022. The report
highlights the availability of multiple operational models and
value-added service offerings (customer communication management,
utilization management, enrollment, claims management and payment
integrity) as strengths influencing the company’s position.
Visit Conduent Industry Insights to read a custom version of
Healthcare Customer Experience Management (CXM) in North America
PEAK Matrix® Assessment in 2022.
About ConduentConduent delivers
mission-critical services and solutions on behalf of businesses and
governments – creating exceptional outcomes for its clients and the
millions of people who count on them. Through our dedicated people,
processes, and technologies, Conduent solutions and services
enhance customer experience, increase efficiencies, reduce costs,
and improve performance for most Fortune 100 companies and more
than 500 government entities. Whether it’s touching three out of
every four health insured lives and delivering 45% of SNAP payments
in the U.S. or enabling 1.3 billion customer service interactions
and empowering 10 million employees through HR services worldwide,
Conduent services and solutions interact with millions of people
every day and move our clients’ operations forward. Learn more at
https://www.conduent.com.
Media Contact: Sharon Lakes, Conduent,
+1-469-750-5403, Sharon.Lakes2@conduent.com
Investor Relations Contacts: Giles Goodburn,
Conduent, +1-203-216-3546, ir@conduent.com
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TrademarksConduent is a trademark of Conduent
Incorporated in the United States and/or other countries. Other
names may be trademarks of their respective owners.
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