“With decision support, it’s all about building trust. We need employees to trust our guidance and feel empowered to choose the right health plan. In the past, we built trust really well through phone call-based interactions. But it wasn’t sustainable, because we needed to have an application that could grow …

“There’s a night-and-day difference in my own experience in terms of people’s reaction to [the new system]. It enabled us to make more sales. Hands down, no question about it. … We can scale now, which is obviously always a vision with a business that touches consumers. We want every …