CIGNA: Delivering an Outstanding Customer Experience One Customer at a Time. And Winning Awards for It

  • From concept to reality — CIGNA wins a Gartner & 1to1 Media Award for Customer Experience strategy in 2009 and delivery in 2010
  • CIGNA dedicated to serve customers by better understanding their goals, attitudes and behaviors
  • More than 1 million service calls since CIGNA expanded hours to 24/7/365

29 June 2010 – BLOOMFIELD, Conn., June 29, 2010 – As a follow-up to its first place award for an exemplary customer strategy at last year�s Gartner Customer Relationship Management Summit, this year CIGNA (NYSE: CI) earned the Silver Award for delivery of an excellent customer experience at the 2010 Gartner & 1to1 Media Customer Relationship Management Excellence Customer Award.

CIGNA is the only health service company in 2010 to earn this prestigious international honor for customer excellence.

The Gartner & 1to1 Media CRM Excellence awards highlight innovative companies that are making a big impact through their customer relationship strategy and achieving an unrivaled level of excellence in delivering the customer experience. A gold and silver award were given for each of five categories this year � Customer Experience, Efficiency, Enterprise-wide, Innovation, and Growth. CIGNA was selected for the Customer Experience Silver Award by a panel of judges that included Gartner analysts and other customer relations experts in business and academia.

“The Gartner & 1to1 Customer Awards honors excellence among organizations that use customer-focused strategies to improve business performance,” says Ginger Conlon, editor-in-chief of 1to1 Media. “The judges cited the creative way CIGNA is reinventing its customer experience from the customers� perspective as one reason for nominating the company as a top choice in the Customer Experience category.”

“We no longer look at our customers solely through the myopic lens of demographics and psychographics; instead we�re connecting with the people we serve by understanding their goals, attitudes, and observed behaviors,” said CIGNA Customer Experience Officer Ingrid Lindberg. “And the results are clear; for example, last year we became the only health service company to offer our customers comprehensive medical, dental, and pharmacy services 24/7/365 through our call centers. Since then we have fielded more than 1 million calls outside normal business hours; our customers can reach us when it�s convenient for them, resulting in nearly 100 thousand hours of saved productivity.”

In addition CIGNA has completely revamped its Explanation of Benefits and Health Statements � its summary of care charges and benefit payments � into a customer friendly receipt that provides a meaningful explanation of how an individual�s medical care is funded. Ms. Lindberg notes: CIGNA’s EOB is one of only three in the industry to earn an “Excellent” designation for Clarity, Content and Design in an evaluation by DALBAR, Inc.


CIGNA (NYSE:CI), a global health service company, is dedicated to helping people improve their health, well being and sense of security. CIGNA Corporation’s operating subsidiaries provide an integrated suite of medical, dental, behavioral health, pharmacy and vision care benefits, as well as group life, accident and disability insurance, to approximately 46 million people throughout the United States and around the world. To learn more about CIGNA, visit