Member Experience Insights Newsletter
Our Member Experience Insights Newsletter features must-see updates on our pharmacy benefit member experience innovations. This newsletter provides a consistent, streamlined space to highlight key updates, upcoming opportunities and tools that deliver exceptional value to members.
Clear visibility into what updates are coming—and when
Our newly enhanced Member Experience roadmap provides more detail than ever before, with expanded visibility into near- and longer-term enhancements. This forward-looking, continuously evolving roadmap helps you plan accordingly as new capabilities launch. Bookmark this link for the most up-to-date information as enhancements and timing may adjust based on ongoing feedback and development progress. Below is a summary of recent updates.
Updates to existing experiences
Check Coverage – Pricing Experience Enhancements
PBS Communication – Monthly recommendations summary (aka CCAR), now with enhancements for DAW9 and Formulary Benefit Optimization
Benefit Education Campaign – Communication providing notice of upcoming changes, now with information about MoreThanRx and Consumer Connect Plan solutions
New experiences
Pharmacy Survey – After-prescription fill feedback opportunity
Annual Transparency Report – New email and digital experience coming soon
AI-powered Chatbot – More details below
A new way to stay informed and up to date
We’re expanding how we share member experience updates through Evernorth Control Center so you can access timely information in one place. This includes regular news and insights, targeted inbox messages and a dedicated space within the Solution Center.
We’ve also created a resource that consolidates key materials—including the member video hub, newsletter, articles and member communications library—into one place for easier access. If you don’t have a decision-maker with access, please contact your account representative.
Expanding member communications beyond the welcome email
We’re exploring new ways to use the eligibility file you provide—which includes member information like name and email address—beyond the single welcome email we’re authorized to send today.
This approach would enable additional email outreach to encourage members to register for a digital account and set their communication preferences. More details will be shared soon, including any potential enrollment requirements to participate.
With this new approach, we can:
Accelerate digital member registration.
Reduce the effort required on your end to promote digital registration.
Increase ongoing use of the website and mobile app to keep members engaged beyond registration and throughout their journey.
Share more relevant and timely information directly with members who sign up with their preferred email.
Help ensure registered members don’t miss critical email-only updates (e.g., prior authorization “What to Expect” emails).
Expand awareness of the digital health solutions you’ve selected
Starting July 1, members enrolled in applicable plans will see new inbox and contextual messages when logged in to the Express Scripts account highlighting the Digital Health Formulary (DHF) vendors you’ve chosen. No action is needed and these messages will be sent out to applicable members.
These touchpoints are designed to increase awareness and help members better understand their digital health benefits.
Using insights to continuously raise the bar
We regularly analyze data to identify where we’re doing well and where we have opportunities. By tracking data over time, we see measurable improvements and apply those learnings to the future—ensuring we’re always getting better for members. Here are two examples:
The phased rollout for our automated chat support
As shared in our April newsletter, access to the AI-powered chat bot* will roll out gradually beginning in Q2 2026, with full capabilities available by Q4 2026. Throughout the year, as the AI chat expands to answer more questions and is introduced across more pages and experiences, members will be able to access it directly within those areas—enabling them to ask questions and get support exactly when they need it.*
View our April newsletter to see enrollment by business line and the different AI chat capabilities.
Supporting new members from day one
A new welcome letter will be mailed to first‑time consumer-directed and high-deductible health plan enrollees to help them understand how their plan works. Provided at no additional cost, this letter is designed to educate, empower and reduce confusion early in the member journey.
Tools and materials to make understanding the member experience easy
From videos to comprehensive guides and resource hubs, we offer a wide range of materials to help educate and support you and your members.
A new postcard, featuring links to short videos that explain different areas of the pharmacy benefit, is available to share with members. The videos will be available soon across the Express Scripts pre‑ and post‑login experiences.
Within the Evernorth Control Center, we’ve made meaningful updates and added a helpful resource that includes videos, demos, articles and more.
This comprehensive booklet shows how connected tools, communications and digital experiences help members before their benefits begin and continue supporting them even after they have their prescriptions in hand.
References
- PA-related member calls received within 48 hours of a PA case being opened (March ‘25 vs. ‘26) and for members who received the What to Expect email.
- Q1 2026 compared to Q1 2025 (ESI PBS Member NPS Survey Data).
*Currently not available for Medicare Part D
**Details may vary by plan. While line of business differences are noted where applicable, some variations may not be reflected. All enhancements and visuals, which are representative of our strategic direction, are subject to change prior to launch. Digital experiences, functionality and timelines may change at any time.