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Cigna Sales

To drive healthcare innovation through integrated solutions that improve customer health by becoming the undisputed leader in whole-person health services

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Align the strategy

Cigna Sales SWOT Analysis

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To drive healthcare innovation through integrated solutions that improve customer health by becoming the undisputed leader in whole-person health services

Strengths

  • INTEGRATION: Evernorth platform delivers comprehensive health services
  • SCALE: 190M+ customer relationships across global footprint
  • TECHNOLOGY: Advanced analytics platform for personalized care
  • DIVERSIFICATION: Strong portfolio across healthcare segments
  • EXPERTISE: Deep specialty pharmacy and behavioral health knowledge

Weaknesses

  • RETENTION: Customer churn rate increased 2.3% over past year
  • TECHNOLOGY: Legacy systems inhibit real-time decision support
  • COORDINATION: Cross-functional team alignment challenges
  • PRICING: Premium increases above industry average at 6.2%
  • TRAINING: Sales enablement lags behind product innovation

Opportunities

  • EXPANSION: Rapidly growing Medicare Advantage market segment
  • PARTNERSHIPS: Strategic healthcare provider network expansion
  • PERSONALIZATION: Data-driven custom whole-person solutions
  • TELEHEALTH: Accelerated adoption for virtual care delivery
  • PREVENTIVE: Shift to value-based care payment models

Threats

  • COMPETITION: Increased market consolidation from UnitedHealth
  • REGULATION: Evolving healthcare policy landscape uncertainty
  • COSTS: Rising provider reimbursement rates pressuring margins
  • TECHNOLOGY: Disruption from digital-first healthtech entrants
  • EXPECTATIONS: Increasing demands for price transparency

Key Priorities

  • INTEGRATION: Accelerate Evernorth platform adoption rates
  • DIGITAL: Modernize technology for real-time customer insights
  • RETENTION: Implement data-driven customer experience program
  • VALUE: Develop stronger value-based care offerings
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Align the plan

Cigna Sales OKR Plan

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To drive healthcare innovation through integrated solutions that improve customer health by becoming the undisputed leader in whole-person health services

PLATFORM DOMINANCE

Make Evernorth the preferred health services platform

  • ADOPTION: Increase Evernorth platform utilization by 25% across target accounts by quarter end
  • INTEGRATION: Launch 3 new API connections with major EHR systems expanding interoperability by 40%
  • EXPANSION: Achieve 15% growth in cross-platform services per customer driving $45M in revenue
  • SATISFACTION: Improve Evernorth platform NPS score from 47 to 58 through enhanced UX
TECH TRANSFORMATION

Modernize technology for real-time insights

  • INTELLIGENCE: Deploy AI-powered analytics dashboard with 95% adoption rate by sales team
  • AUTOMATION: Implement 8 key workflow automations reducing admin time by 35% per rep
  • INTEGRATION: Unify 3 legacy data systems into central platform improving data accuracy by 40%
  • ENABLEMENT: Launch digital sales playbook with 85% of reps certified on new methodology
EXPERIENCE EXCELLENCE

Create exceptional end-to-end customer experience

  • SATISFACTION: Increase overall Net Promoter Score from 32 to 45 across all customer segments
  • RETENTION: Reduce customer churn by 15% through proactive relationship management program
  • INSIGHTS: Implement customer health score system with 90% account coverage and weekly updates
  • JOURNEY: Map and optimize 5 key customer journeys improving touchpoint satisfaction by 30%
OUTCOME LEADERSHIP

Lead healthcare shift to value-based models

  • SOLUTIONS: Launch 3 new value-based care packages generating $30M in pipeline by quarter end
  • TRAINING: Certify 100% of customer-facing staff on value-based selling methodology
  • METRICS: Implement customer outcome tracking dashboard for top 100 accounts by May 31
  • PARTNERSHIPS: Secure 5 new strategic provider network partnerships extending market reach
METRICS
  • NPS: 45
  • REVENUE: $12.8B quarterly
  • CUSTOMER RETENTION: 94%
VALUES
  • Customer Centricity
  • Innovation
  • Integrity
  • Excellence
  • Collaboration
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Align the learnings

Cigna Sales Retrospective

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To drive healthcare innovation through integrated solutions that improve customer health by becoming the undisputed leader in whole-person health services

What Went Well

  • REVENUE: Exceeded Q1 target by 3.8% with strength in specialty pharma
  • RETENTION: Pharmacy benefit management customer retention hit 97.7%
  • ACQUISITION: Medicare Advantage enrollment grew 12.3% year-over-year
  • EFFICIENCY: Medical cost ratio improved by 120 basis points to 81.5%
  • DIGITAL: Virtual care visits increased 42% driving $18M in new revenue

Not So Well

  • COMMERCIAL: Group insurance segment missed target by 5.2% in Q1 2025
  • MARGINS: Pharmacy benefit segment margins declined 80 basis points
  • CYCLES: Average sales cycle extended from 86 to 103 days year-over-year
  • ADOPTION: New product attach rate of 23% below 30% target benchmark
  • COORDINATION: Cross-selling between divisions below forecasted levels

Learnings

  • INTEGRATION: Customers highly value integrated health solutions approach
  • PERSONALIZATION: Customized offerings drove 2.4x higher engagement rates
  • SIMPLIFICATION: Simplified sales proposals increased close rates by 18%
  • INTELLIGENCE: Predictive analytics improved target account selection
  • COLLABORATION: Cross-functional selling teams outperformed by 23%

Action Items

  • ENABLEMENT: Deploy comprehensive sales enablement platform by Q3 2025
  • TRAINING: Implement value-based selling methodology across all teams
  • ALIGNMENT: Restructure sales compensation to drive cross-selling goals
  • ANALYTICS: Enhance customer intelligence dashboards for sales teams
  • EXPERIENCE: Launch customer journey mapping initiative for key segments
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Drive AI transformation

Cigna Sales AI Strategy SWOT Analysis

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To drive healthcare innovation through integrated solutions that improve customer health by becoming the undisputed leader in whole-person health services

Strengths

  • ANALYTICS: Robust data infrastructure from 190M+ customers
  • INVESTMENT: Significant AI R&D funding, $215M allocated
  • TALENT: Specialized data science team of 160+ professionals
  • IMPLEMENTATION: AI pilots in care management showing 22% ROI
  • INTEGRATION: Successful early AI applications in claims

Weaknesses

  • SILOS: Fragmented data architecture limits AI effectiveness
  • ADOPTION: Low field utilization of existing AI tools (31%)
  • SKILLS: Revenue team AI literacy gap identified in survey
  • COMPLIANCE: Cautious AI deployment due to healthcare regs
  • CONSISTENCY: Variable AI implementation across business units

Opportunities

  • PREDICTION: Predictive analytics for proactive care protocols
  • PERSONALIZATION: Enhanced customer journey optimization
  • EFFICIENCY: Automation of routine sales admin processes
  • INSIGHTS: Real-time competitive intelligence gathering
  • COACHING: AI-powered sales conversation intelligence tools

Threats

  • DISRUPTION: Tech giants entering healthcare with AI advantage
  • PRIVACY: Strict healthcare data regulations limiting use
  • COMPETITION: Competitor AI adoption outpacing implementation
  • PERCEPTION: Customer concern about AI in healthcare decisions
  • TALENT: Industry-wide competition for top AI talent

Key Priorities

  • ENABLEMENT: Implement AI-powered sales enablement platform
  • INTELLIGENCE: Deploy predictive analytics for care protocols
  • EXPERIENCE: Create AI-driven personalized customer journeys
  • LITERACY: Launch comprehensive AI literacy training program