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Member Experience Insights newsletter: Now available

The Member Experience Insights newsletter gives you a direct look at what is changing in the pharmacy benefit member experience.

An overview of the member experience newsletter

The latest issue covers enhanced digital experiences and new communications that are now live for most members, a transformed prior authorization journey with real-time status tracking, an upgraded Check Coverage tool launching Q2 2026 and AI-enhanced chat support rolling out to most members by January 1, 2027*. Use it to stay ahead of client questions and bring timely context to your plan conversations.

*Enrollment details by line of business are in the full newsletter.

Read the newsletter

See exactly how your clients' members experience their pharmacy benefit

The newly created Evernorth Member Experience booklet is a comprehensive resource that maps every touchpoint across the member journey—from open enrollment through post-prescription fill—showing you the tools, communications and digital experiences that are actively supporting your clients' populations. Use it to walk clients through the mechanics of how their benefit is being delivered, not just what it covers.

Download the booklet

Previous updates

In July 2025, we announced a series of new and enhanced member experiences launching throughout 2026.

Many of these innovations—built to promote easier access to care, deliver stronger support, and offer greater transparency—are digitally focused. You’ve worked closely with clients to help them carefully choose their benefit design and pharmacy products. Now, it’s critical for clients to actively guide their members to register online at express-scripts.com and take full advantage of their benefit.

To help clients drive online registration, member promotional materials are now available that can easily be distributed—creating multiple touchpoints to boost engagement and prepare members for the upcoming digital enhancements.

With an online account, members can:

Unlock features that enhance the pharmacy benefit experience

Share their email to receive updates like the new Prior Authorization initiation email and live status tracker

View a personalized annual summary—exclusive to Express Scripts plans—to highlight the value you deliver

Access savings tips, benefit details, and real-time guidance to maximize plan value

Check medication coverage with our upgraded, proven pricing tool for transparent, plan-approved options¹

Manage claims and home delivery 24/7 via our secure platform

What you need to know:

An email campaign to clients launched on October 6 to drive member registration on express-scripts.com.

Starting in 2026, all pharmacy benefit services (PBS) members will receive upgraded experiences at no additional cost to clients or members, and with no client enrollment required.

To support clients’ efforts, we’ve created a toolkit with ready-to-use resources to easily promote online member registration. Explore additional member experience resources below.

Explore additional resources below:

Digital adoption client toolkit

PBS Member Experience executive brief

Member Experience specification sheet

Member Experience website

Article: “Driving digital adoption for a better pharmacy benefit experience”

Sources

Availability may vary based on plan configuration and setup.
Data from a recent YouGov survey of 3,000 nationally representative Americans. Sample balanced gender, age, education, and ethnicity. Of this, 63% are employed, 76% have health insurance and 69% are taking or managing prescription medications. August 2025