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The 鈥淐onsumer Experience Redefined鈥� track at the 2024 Consumer Experience & Digital Health Forum (熊猫视频Digital) focuses on consumer-friendly strategies and technology solutions to create a frictionless customer experience and improve every patient鈥檚 health.
Why it matters: From empathetic communication tactics to AI-powered solutions, 鈥淐onsumer Experience Redefined鈥� sessions will highlight member outreach and personalization strategies that expand health insurance plans鈥� reach, build loyalty, and create trust with consumers.
Concurrent Sessions
- AI Support for Customer Service Excellence 鈥� Improving Accuracy and Service Time 鈥� Join data and analytics expert Himanshu Arora (formerly with Blue Cross Blue Shield of Massachusetts) and the Permanente Medical Group鈥檚 Dr. Kristine Lee to investigate how AI-driven tools can improve service quality and boost member satisfaction.
- Delivering on the CX Mission: Strategic and Operational Insights 鈥� Explore the strategies and tactics needed to deliver on your customer experience mission at this session hosted by MVP Health Care鈥檚 Darcy Baldwin, Blue Cross and Blue Shield of North Carolina鈥檚 Cheryl Parquet, and UCare鈥檚 Jay Sivasailam.
- Frictionless Customer Experience 鈥� Meeting Each Consumer Where They Are 鈥� Learn how to leverage data analytics, technology, and empathetic communication to create a customer-centric approach that fosters engagement, satisfaction, and loyalty during this session featuring Florida Blue鈥檚 Anne Hoverson and Peter Serio, and AHIP鈥檚 Chief Business Officer Robert L. Traynham.
General Sessions
- Future of Direct-to-Consumer Health Care: Balancing Consumer & Patient Demands 鈥� The health ecosystem is rapidly evolving to deliver on new consumer expectations and demands. This panel discussion will explore the future of 鈥� as well as the challenges of 鈥� direct-to-consumer health care.
- Leveraging Data Analytics to Improve Outcomes & Consumer Experience 鈥� The health care industry is at the forefront of a data revolution, making significant strides in using data analytics to improve health outcomes and elevate member satisfaction. AHIP鈥檚 VP of Technology Public Policy Samantha Burch will moderate this panel of health plan leaders who are using the latest clinical data to increase data-driven decisions and improve member experience.
Lunch & Learn
- Redefining Consumer Experience: A Digital-First Approach 鈥� Sit down with Premera Blue Cross鈥檚 Kristin Meadows and Shawn Vicklund, and Relay Network鈥檚 Steve Gillin to hear how the health care plan is implementing a HIPAA-compliant mobile solution that reduces reliance on costly outbound calls and print materials.
Peer Connect Session
- Transforming CX through Culture 鈥� Pull up a chair and join this interactive discussion with health care pioneer and Sobrynth co-founder Ingrid Lindberg. Share insights with colleagues and learn how to positively impact member experience by promoting a consumer-first culture within your organization.
Go deeper: Check out the whole agenda and join us September 24-26 in Nashville, Tennessee, for the 2024 Consumer Experience & Digital Health Forum. Register online.