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CVS Health Sales

To accelerate growth by delivering innovative health solutions that create exceptional customer experiences and drive sustainable revenue expansion to 200M people by 2035

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To accelerate growth by delivering innovative health solutions that create exceptional customer experiences and drive sustainable revenue expansion to 200M people by 2035

Strengths

  • NETWORK: Vast physical retail footprint of 9,000+ stores nationwide
  • INTEGRATION: Complete healthcare ecosystem across pharmacy, retail, insurance
  • SCALE: 100M+ customer relationships providing massive data insights
  • BRANDS: Strong portfolio of trusted healthcare and retail brands
  • TALENT: Deep bench of healthcare and retail expertise across divisions

Weaknesses

  • SILOS: Fragmented customer experience across business units
  • TECH: Legacy technology systems limiting digital transformation speed
  • PRICING: Margin pressure in pharmacy business from reimbursement cuts
  • RETENTION: Higher than industry average customer churn in health plans
  • AGILITY: Decision-making slowed by complex organizational structure

Opportunities

  • TELEHEALTH: Expanding virtual care services following pandemic shift
  • PERSONALIZATION: AI-driven personalized health recommendations
  • MEDICARE: Growing Medicare Advantage market with aging population
  • SPECIALTY: Expansion of high-margin specialty pharmacy services
  • PARTNERSHIPS: Strategic healthcare ecosystem partnerships

Threats

  • COMPETITION: Amazon's aggressive healthcare expansion efforts
  • DISRUPTION: New digital-first healthcare delivery models
  • REGULATION: Increasing PBM transparency and price regulation
  • MARGINS: Continued pharmaceutical reimbursement rate pressures
  • TELEHEALTH: New virtual-first competitors without physical overhead

Key Priorities

  • INTEGRATION: Create seamless omnichannel customer experience
  • DATA: Leverage customer data for personalized health solutions
  • INNOVATION: Accelerate digital transformation of core operations
  • PARTNERSHIPS: Develop strategic ecosystem relationships
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To accelerate growth by delivering innovative health solutions that create exceptional customer experiences and drive sustainable revenue expansion to 200M people by 2035

SEAMLESS EXPERIENCE

Create frictionless healthcare journeys across channels

  • PLATFORM: Launch unified digital customer experience platform connecting retail, pharmacy, and insurance
  • JOURNEY: Reduce cross-channel customer journey friction points from 12 to 4 across top customer flows
  • ADOPTION: Increase multi-service customer adoption from 18% to 25% of total customer base
  • NPS: Improve Net Promoter Score from 32 to 45 across all business units through experience enhancements
DATA LEVERAGE

Transform customer data into actionable insights

  • INTEGRATION: Complete unified customer data platform connecting all business units and touchpoints
  • PERSONALIZATION: Deploy AI-driven health recommendations to 5M customers with 30% engagement rate
  • INSIGHTS: Increase predictive intervention accuracy from 68% to 85% for high-risk health conditions
  • SECURITY: Achieve zero data privacy incidents while expanding data utilization across the enterprise
DIGITAL ACCELERATION

Speed digital transformation of core operations

  • AUTOMATION: Implement intelligent automation for 35% of manual administrative processes
  • SELF-SERVICE: Increase digital self-service adoption from 43% to 65% across all customer transactions
  • INFRASTRUCTURE: Complete cloud migration for 80% of critical business applications and data systems
  • INNOVATION: Launch 3 new digital health services generating $50M in incremental annual revenue
ECOSYSTEM GROWTH

Expand healthcare partnerships for seamless care

  • PARTNERSHIPS: Establish 3 strategic healthcare ecosystem partnerships enhancing service offerings
  • PROVIDERS: Expand value-based provider network by 15,000 physicians in priority markets
  • INTEGRATION: Enable seamless data flow with 85% of partner organizations in the health ecosystem
  • VALUE: Generate $200M in incremental revenue through expanded partnership ecosystem initiatives
METRICS
  • Total Revenue Growth: $92B
  • Customer Retention Rate: 88%
  • Multi-Service Customer %: 25%
VALUES
  • Customer Obsession
  • Innovation
  • Integrity
  • Accountability
  • Collaboration
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Align the learnings

CVS Health Sales Retrospective

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To accelerate growth by delivering innovative health solutions that create exceptional customer experiences and drive sustainable revenue expansion to 200M people by 2035

What Went Well

  • GROWTH: Health Care Benefits segment revenue up 8.3% year-over-year
  • DIGITAL: 43% increase in digital prescription refills across channels
  • MEMBERSHIP: Medicare Advantage membership growth exceeded projections
  • SPECIALTY: Specialty pharmacy revenue grew 12.2% on new therapies
  • COST: Successfully executed $500M cost reduction plan ahead of schedule

Not So Well

  • RETAIL: Front store comparable sales declined 2.1% year-over-year
  • MARGINS: Pharmacy services segment margin compressed by 60 basis points
  • INTEGRATION: Slower than expected synergies from recent acquisitions
  • COMPETITION: Lost market share to discount retailers in consumer goods
  • RETENTION: Commercial health plan member retention below target at 84%

Learnings

  • ECOSYSTEM: Customers using multiple services show 3x better retention
  • DIGITAL: Digital-first customers generate 22% higher lifetime value
  • PERSONALIZATION: Personalized health outreach improves outcomes by 18%
  • PARTNERSHIPS: Provider partnerships reduce medical costs by 12% per member
  • AUTOMATION: AI-driven processes reduce administrative costs by 15%

Action Items

  • INTEGRATION: Accelerate cross-segment customer experience harmonization
  • DATA: Implement unified customer data platform across all business units
  • DIGITAL: Expand digital health hub with 5 new consumer-facing services
  • PARTNERSHIPS: Establish 3 strategic healthcare ecosystem partnerships
  • INNOVATION: Launch AI-powered health recommendation engine by Q3
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To accelerate growth by delivering innovative health solutions that create exceptional customer experiences and drive sustainable revenue expansion to 200M people by 2035

Strengths

  • DATA: Massive healthcare data assets from retail, PBM, insurance
  • INFRASTRUCTURE: Growing analytics capabilities and cloud migration
  • PILOTS: Successful AI-driven medication adherence programs
  • TALENT: Growing team of data scientists and AI specialists
  • ACQUISITIONS: Strategic tech acquisitions building AI capabilities

Weaknesses

  • FRAGMENTATION: Data siloed across multiple business units
  • LEGACY: Outdated technology systems limiting AI implementation
  • PRIVACY: Stringent healthcare data regulations limiting AI use cases
  • EXECUTION: Slow deployment of AI solutions to production
  • CULTURE: Cultural resistance to AI-driven decision making

Opportunities

  • PERSONALIZATION: AI-driven personalized health recommendations
  • EFFICIENCY: Operational cost reductions through AI automation
  • PREDICTION: Predictive health interventions reducing total cost of care
  • ENGAGEMENT: Enhanced customer engagement through AI assistants
  • INVENTORY: AI-optimized inventory and supply chain management

Threats

  • COMPETITION: Tech giants with superior AI capabilities entering healthcare
  • TALENT: Difficulty recruiting top AI talent versus tech companies
  • ADOPTION: Customer resistance to AI-driven healthcare services
  • TRUST: Potential AI mistakes damaging brand trust in healthcare
  • REGULATION: Emerging AI regulations limiting healthcare applications

Key Priorities

  • INTEGRATION: Unify data across business units for AI applications
  • EXPERIENCE: Deploy customer-facing AI to enhance experience
  • OPERATIONS: Implement AI for operational efficiency and cost savings
  • TALENT: Build world-class AI team through hiring and partnerships