This thread is to help people and Cigna if action needs to be taken. More will be coming.
PLEASE REPLY -- it matters since there in no way to communicate up and get the best Cigna has to offer involved.
FIRST POST --
This discussion thread is designed as a proactive measure to ensure both member satisfaction and retention for our business. We will delve into various topics, providing insights and initiating action where necessary. So the post and replies will help those that need to take actions (those impacted and Cigna leadership)
Member and Company Retention Risks
We're currently pinpointing two primary risk factors that could impact our retention and new biz acquisition rates:
Shifts in business model dynamics.
Evolving customer beliefs and behaviors.
Recent market intelligence highlights a heightened sensitivity among potential and current customers to global events, notably the conflict in Europe. There's a growing concern regarding the protection of healthcare information. Approximately 40% of consumers in key states have expressed reservations about engaging with companies that share sensitive data or conduct business with entities that partner with Russia or China—a significant attitude shift from just two years ago. Alarmingly, 13-17% would outright refuse business relations upon learning of such practices. We must assess the business implications of potentially losing 7% of our market share. And competitor and those selling against Cigna could use this information in the acquisition of customers.
Geopolitical Considerations and Data Security -- it matters now to people
Our decision to relocate algorithmic and analytical functions to India, amid its recent induction into BRICS and ongoing collaborations with Russia and China, demands careful scrutiny. The Indian market has witnessed a record number of data breaches this past year, underscoring the need for robust data security measures. With integration with Russia and China including networking infrastructure security has significantly decreased over the last 2 years. Lower standards and very low reporting on breaches from India workers and companies is a top risk. This is a top risk in a number of surveys. People.
Organizational Health and Talent Retention
Furthermore, an internal survey reflects an organizational flux, with a sample of employees reporting an average of more than one supervisor per year. This rate of change is concerning and may point to deeper structural issues. 9 people outside of operations were contacted. All reported having an average of 1 new boss every year. One person with 7 years employment had 9 bosses. This appears to be typical in a large part of the organization. The reorgs are repeating this same pattern.
Additionally, a survey among our non-technical Directors/Sr Directors outside of operations revealed a knowledge gap in understanding key technology concepts, such as and basic system questions and basic ML capabilities. 9 out 11 non-technical and operation directors did not have entry level (tech company knowledge). Yet, they all work in the technology solution space and decide who to hire, promote and fire. Frankly, none of these people could get past an entry level interview at a tech company. Why does leadership not fix this? We'll get into the tech side in another post -- there are basic things that will not be fixed with moving work to India and results will not change enough.
In the upcoming posts, we will explore the necessity of retaining top talent and the company's approach to harnessing the skills of exceptionally gifted individuals. There are very talented (not a lot) that can help and have the experience. But no way to communicate up and out of their areas -- zero. If this were a start-up, Cigna would not even get to the first experiment. We'll also delve into the specifics of our workforce strategy, including the objective to streamline operations by 25%. It is not hard, but seriously.
The organization is broken both on the technology and business side. We'll get into more. Including gross bias is large parts of the org.
We appreciate the insights from informed insiders. It appears non-disclosure agreements are not fully containing information leaks. Yes, the number of reductions and planned reductions have been suggested. Stay tuned for detailed discussions on these critical points.