title: Next-generation health plans: managing the customer experience.
authors.affiliation: First Consulting Group's health plan business unit, USA. sodell@fcg.com
authors.forename: Steve
authors.initials: S
authors.lastname: Odell
mesh_terms: D003258:Consumer Behavior; D003657:Decision Making; D006801:Humans; D033181:Information Dissemination; D008329:Managed Care Programs / Q000458:organization & administration* / Q000639:trends; D009936:Organizational Innovation; D018802:Patient-Centered Care; D018511:Systems Integration; D014481:United States