CVS Health is allocating $20 billion over the next ten years to improve consumer experiences amid rising competition from Amazon in healthcare. Despite over $370 billion in revenue, CVS faces challenges, including a stagnant market cap and declining retail presence, alongside criticism for its transparency in pharmacy benefit management practices. The investment focuses on enhancing interoperability, communication, and pricing transparency, utilizing AI for customer service without replacing human interaction. However, skepticism persists regarding CVS's genuine commitment to improving consumer experience, especially given its historical performance in the pharmacy benefit manager sector, while Amazon continues to prioritize consumer interests in its healthcare expansion.
