Case Study: Humana achieves centralized enterprise data, faster delivery, and personalized customer insights with Informatica

Humana relies on Informatica Data Integration hub to personalize member plans and programs for increased customer engagement

Humana, a consumer-focused health company serving millions of seniors, military members, and self‑employed individuals, needed to make data from every operating unit available to business users as part of its multi-year Niteo IT strategy. The goal was to leverage comprehensive customer interaction data to deliver more personalized plans and shift from a transaction-oriented insurer to a health company focused on lifelong customer experiences. Key challenges included consolidating interaction details from disparate systems (sales, clinical, customer service, digital), eliminating redundant data processes through standardization, and publishing data broadly to enable outcome‑focused programs.

Informatica’s suite centralized storage and management across 35 data domains and automated delivery of data queries and reports to business users. This reduced the cost, complexity, and redundancy of data collection, increased application adoption and trust in enterprise analysis, and sped subscription‑based data delivery. Enhanced governance tools improved visibility and enforcement, and the integrated customer view enabled recommendations for outcome‑based programs that lowered costs and increased customer retention.

Humana