Case Study: Elevance Health achieves real-time member retention and $19M in Stars value with Qualtrics

Elevance Health drives $19M in Stars value with Qualtrics

Elevance Health, a major healthcare company serving close to 46 million members, faced a significant challenge with fragmented and delayed customer experience data. With member feedback scattered across surveys, calls, and chats, insights were arriving up to 18 months late, creating a risk for their Stars ratings and member retention. They partnered with Qualtrics to solve this problem.

Qualtrics implemented a unified, AI-powered platform that created a 360-degree view of each member. This solution analyzed over 10 million interactions per year in real time, enabling proactive interventions. The results were substantial: Elevance Health improved 8 CAHPS measures for a significant Stars value boost, reduced voluntary disenrollment by 50% among reached members, and retained over 3,700 potentially disenrolling Medicare members through targeted actions facilitated by Qualtrics.

Elevance Health