Humana Starts Consumer Experience Division

NU Online News Service, May 19, 2004, 12:20 p.m. EDT – Humana Inc., Louisville, Ky., has picked Mike Battaglia to run a new integrated consumer experience division.[@@]

Battaglia, who will be the chief consumer officer, will be responsible for coming up with ways to improve customer service. His team will include experts in consumer research, market research and experience measurement as well as process engineers and internal consultants, Humana says.