Cigna Group Targets Fragmented Care Handoffs With 360-degree AI Strategy

The Common Question

How do healthcare companies use AI across the full member journey?

The Lesson in This Case

Cigna's AI strategy now touches every stage of the member journey, from initial benefits navigation to clinical decision support, with the goal of reducing fragmented care handoffs that drive up both cost and dissatisfaction. Andresen's core argument is that most AI programs fail not because the models are wrong but because the organizational data, workflows, and incentives surrounding them remain broken. Senior leaders should take note: a 360-degree AI approach only pays out when the business problem is defined before the technology is selected – not the other way around.

Originally reported by Forbes. Read the full story here.