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Aug 22, 2018

On better customer experience through refining process and removing waste, David Gruber, "there's a tremendous focus on how to get cost out of the system. One of those costs are these negative processing, or the irritants that members are actually experiencing- if you have to call customer care six times to get some issue resolved- that is actually waste within the system. That waste is actually translating into higher costs for members. How do you now actually get that cost out of the system? That's through better customer experience and understanding what members are wanting."