Consumer Experience & Digital Health Forum

  • December 06 – 08, 2016
  • Chicago, IL (Swissotel)
  • About
  • Agenda
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about

Chicago, IL (Swissotel)

It’s About the Consumer

As health plans continue to put the consumer at the center of service, how can your organization stand out, and create loyal members who see you as their health partner.

AHIP’s Consumer Experience and Digital Health Forum is all about answers. While we’ll talk tools and gadgets, this powerful program goes much deeper. You’ll leave with solid ideas, partnership opportunities, and insight into the products and services that are delivering results.

Here’s a glimpse of what we’ll cover. Check back often, as the program evolves up until the conference.

  • Are you a brand leader? You can be.
  • What turns customers into loyal customers, and your best advocates?
  • There’s lots of data out there. But, what about meaningful data? How do you find and use that data?
  • Health care disruptors are showing real results. Is your organization ready for disruption?
  • Can your IT systems handle the change? Is your infrastructure up for the challenge as you re-imagine health care?
  • What inspires consumers to become engaged in their health?
  • What’s the next big thing? From wearables, to mhealth tools and more, what are the best investments?

If you often feel like you have more questions than answers as we work together to re-imagine health care, register today. You’ll leave with answers and inspiration to tackle the challenges ahead.

Early Registration Ends: November 1
Cancellations: November 18

Why Should You Attend: Face-to-Face Value

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85%

Say that in-person meetings are preferred over virtual alternatives.

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75%

Say that networking and making connections are important.

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71%

Have strong desire for opportunities for social interactions and discussion while attending.

agenda
  • Overview
  • December 06
  • December 07
  • December 08

Select Event Track

  • Reengineering Marketing
  • Consumer and Patient Experience
  • Infrastructure and Business Operations
  • Technologies and Tools
  • Leveraging Data Analytics and Insight
about

Select Event Track

  • Reengineering Marketing
  • Consumer and Patient Experience
  • Infrastructure and Business Operations
  • Technologies and Tools
  • Leveraging Data Analytics and Insight

It’s a New Way of Thinking, a New Way of Working, a New Path to Success

As digital strategies take center stage in our health care system’s transformation, you’ll find big thinking throughout the Consumer Experience & Digital Health Forum.

General Sessions focused on Next Generation Approaches:

  • Harnessing the Power of Digital Technology to Transform Health Care
  • 2021: The Health Plan Consumer Experience of the Future
  • On Purpose: Wellness to Engaged Wellbeing in the Digital Age
    • Victor J. Strecher, PhD, MPH, Professor and Director for Innovation and Social Entrepreneurship, University of Michigan School of Public Health; and Founder and President, JOOL Health
  • Digital Health Innovations: Engaging the Patient and Transforming Health Care Delivery  
    • Deborah Kilpatrick, PhD, CEO, Evidation Health, Inc.
    • Robert M. Pearl, MD, Executive Director and CEO, The Permanente Medical Group; President and CEO, Mid-Atlantic Permanente Medical Group
    • David C. Rhew, MD, Chief Medical Officer and Head of Healthcare and Fitness, Samsung Electronics America
    • Alison S. Tothy, MD, Chief Experience and Engagement Officer, and Associate Professor of Pediatrics, University of Chicago Medicine
  • IOT: The Physical Interface
  • Earning the Right to be a Trusted Advisor    
  • On Demand Health Care: Would You Like Your Health Care for Here or to Go?
  • Taking Customer Engagement Marketing to the Next Level: What Health Care Can Learn from Other Industries
    • Carol Kruse, Senior Vice President and Chief Marketing Officer, Cambia Health Solutions
  • Thriving in an Ecosystem for Health

Breakfast Briefings and Concurrent Sessions Deliver the Details

These sessions are filled with best practices, how-to’s and case studies. You’ll find solutions that leverage tools and technologies, processes, and connected health strategies. Learn ways to improve your members’ health and quality outcomes while aligning your organization’s strategy to deliver sustainable results.

Choose a single track, or mix and match sessions. Either way, you’ll leave with plenty of ideas and insight you can use immediately.

Tracks include:

  • Reengineering Marketing to Drive Consumer Engagement
  • Next Generation Consumer and Patient Experience
  • Infrastructure and Business Operations Transformation
  • Leveraging Data Analytics and Insight
  • Technologies and Tools for Connected and Collaborative Care

Consumer Experience & Digital Health Forum

December 06
11:00 am
5:00 pm

Registration and Information Desk Open

11:30 am
1:00 pm

Lunch

  • Exhibit Hall
12:00 pm
12:00 pm

Conference Moderator

Alexandra Drane

Co-Founder and Chairman of the Board of Eliza Corporation; and Co-Founder of Engage with Grace

View Speaker Biography

1:00 pm
1:45 pm

Harnessing the Power of Digital Technology to Transform Health Care

General Session

Mobile technology, big data, the Internet of Things and social media are leading a revolution that is transforming opportunities in health care. Extraordinary advancements in mobile technology and connectivity have provided the foundation needed to dramatically change the way health care is delivered and experienced by consumers. While we are still in the early stages of using mobile health technology in the delivery of health care, preliminary evidence supporting its potential to impact the delivery of better health care, lower costs and improve patient outcomes is encouraging. Clinical data and mHealth tools can empower doctors to more effectively engage their patients and provide secure information on demand, anytime and anywhere.  This session will explore the promise of technology-enabled care to generate insight, improve outcomes, and transform the way people engage in and control their own health care.

Reed V. Tuckson, MD, FACP

Managing Director

Tuckson Health Connections, LLC

View Speaker Biography

1:45 pm
2:30 pm

2021: The Health Plan Consumer Experience of the Future

General Session

There are tremendous opportunities and challenges that remain in revolutionizing health care to make it more convenient, more efficient, more dynamic, and more personal for consumers. Great consumer companies know how to connect to consumers through their brand and focus on making use of the data individuals provide to continually refine an understanding of them, and as a result enrich the consumer’s experience with them.  Hear how technology, innovation and competitive and trends are evolving which will massively disrupt how consumers will be shopping for, and consuming healthcare 5-10 years from now and consider how health plans might need to retool to deliver distinctive consumer experiences and remain relevant.

Natalie Schneider

Vice President, Consumer Experience

Anthem

View Speaker Biography

2:30 pm
3:15 pm

On Purpose: Wellness to Engaged Wellbeing in the Digital Age

General Session

What is a life worth living? Socrates said that an unexamined life isn’t worth living. Aristotle went further to say that a purposeless life isn’t even worth examining. How do we effectively use technologies of our digital world to create a life worth living – real health – not just more data? Not just the prevention of disease. How do we use data to create knowledge, and more importantly, use knowledge to create wisdom? Vic Strecher reconsiders directions taken in the health and wellness space and discusses new strategies for examining the daily personal and environmental factors that increase energy and willpower to live for what matters most to an individual, and in doing so, improving health and well-being, resilience, and organizational performance. This presentation incorporates ancient philosophy, the latest scientific knowledge, and advanced technologies to create a new vision for health across the lifespan. In the presentation, Dr. Strecher will also demonstrate a platform of multimedia strategies designed to help people make meaningful, fully engaged changes in their lives.

Victor J. Strecher, PhD, MPH

Professor and Director for Innovation and Social Entrepreneurship

University of Michigan School of Public Health; and Founder and President, JOOL Health

View Speaker Biography

3:15 pm
3:30 pm

Break

3:30 pm
4:15 pm

Concurrent Sessions

3:30 pm
4:15 pm

Finding the Love for Your Health Care Brand

Concurrent Session:
Reengineering Marketing

With health insurance becoming commoditized, health plans have to rise above being substituted by this year’s bargain plan. What’s your niche and how can you express it to sustain your membership year after year – or to earn members back if they leave? One health plan will share why its members give it “brand love”, and how it is responding so the plan can stay relevant and valued in an otherwise unappreciated industry.

Heidi Sirota

Vice President of Marketing & Communications

ConnectiCare

View Speaker Biography

3:30 pm
4:15 pm

Engaging Digitally Intense Consumers

Concurrent Session:
Consumer and Patient Experience

Powered by Accenture
Highly digital consumers have high expectations for how they engage with the health care system. Consumers in general are accustomed to digital solutions in other industries, and want to experience the same convenience, transparency and personalization in health care. But the health care industry lags other industries in digital engagement. Health plans have an opportunity to more effectively engage digital consumers to improve their experience. This session will present research that illuminates the characteristics of digital health care consumers. The discussion will feature the perspective of a large payer, regarding key success factors for digital engagement and health care transparency.

JP Stephan

Managing Director, Health CRM

Accenture

View Speaker Biography

Tom Meier

Vice President of Market Solutions

Health Care Service Corporation

View Speaker Biography

3:30 pm
4:15 pm

Making Way for a New Focus on Member Engagement with Enterprise CRM

Concurrent Session:
Infrastructure and Business Operations

Powered by NTT DATA
Today, health plans need to holistically meet the needs of a new hyper-connected and demanding consumer. Effective engagement happens at the precise moment consumers are ready to take action and need advice the most. An enterprise CRM system can provide a foundation well beyond sales within a health plan to also include member service, care management and population health management to build lasting customer relationships. Join this session to hear how health plans are utilizing enterprise CRM as a foundation for success in the consumer-centric health ecosystem.

Liz Peters

CRM Practice Lead, Health Plan Innovation & Consulting

NTT DATA

View Speaker Biography

Laura Keller

Senior Director of Experience Design Strategy

NTT DATA

View Speaker Biography

3:30 pm
4:15 pm

Realizing the Promise of Digital Health Technology for Complex Patients

Concurrent Session:
Technologies and Tools

Speakers will share perspectives on the current health technology landscape, challenges and
opportunities, and how to bring entrepreneurs, providers, investors, payers, and patients together
to develop meaningful tools.

Rob Guigley

Vice President, Health Plans and Reimbursement Strategy

Omada Health

View Speaker Biography

Lauren Webb

Senior Vice President, Client Services

Mindoula Health

View Speaker Biography

4:15 pm
4:25 pm

Transition Break

4:25 pm
5:10 pm

Concurrent Sessions

4:25 pm
5:10 pm

Creating a Customer-Obsessed Culture

Concurrent Session:
Consumer and Patient Experience

What do an ecommerce juggernaut, an 80-year-old airline with an Eskimo on its tail and a health plan have in common? They are all customer-obsessed.  Regardless of industry, the idea of customer obsession is front and center for the health care industry.  The speaker in this session will explore how to create a customer obsessed culture and will share lessons learned from building customer experiences in four different industries.

Curtis Kopf

Senior Vice President, Consumer/UX Experience

Premera Blue Cross

View Speaker Biography

4:25 pm
5:10 pm

Leveraging Personalized Interactions for Consumer Engagement

Concurrent Session:
Leveraging Data Analytics and Insight

Powered by Optum
Health plans have more data about consumers than ever before, and in today’s age of the consumer, that translates into high expectations for tailored outreach strategies and services. But how do you get from a massive set of disparate data points to a personalized consumer interaction? In this session, you will hear how innovative plans leverage touch points with consumers to develop and launch strategies spanning people, processes, and technology, thus allowing consumers to embark on their “Personalization Journey” and improve the consumer experience with beneficial results for all stakeholders.

Jessica Conley

Vice President

Consumer Sales and Service

View Speaker Biography

4:25 pm
5:10 pm

Using Real-Time Insights to Deliver More Personalized Care

Concurrent Session:
Technologies and Tools

Powered by Surescripts
Not all data is created equal. Is it timely? Is it patient-specific? Is it actionable? Our session will showcase new technologies that improve the consumer experience by delivering real-time, actionable patient-specific insights at the point of care. This makes for more personalized doctor consultations and greater convenience when filling prescriptions.

Scott Motejunas

Product Innovation

Surescripts

View Speaker Biography

Luke Forster-Broten

Product Innovation

Surescripts

View Speaker Biography

4:25 pm
5:10 pm

Customer Lifecycle: Marketing & Sales at Every Step of the Way

Concurrent Session:
Reengineering Marketing

Inside most health plans, marketing and sales get pigeon-holed into the front end of the customer lifecycle – marketing drives brand awareness and generate leads; sales turns leads into customers. End of story. Now, however, as customer experience takes center stage as a brand differentiator, the roles of marketing and sales throughout the customer lifecycle have been extended beyond path-to-purchase, to path-to-loyalty. From activation where an “after-sale sale” has never been more important to well-planned coordinated retention marketing programs, sales and marketing must cut across the entire CX continuum.  Speakers in this session will address how marketing & sales drives consumer engagement and how to take consumers from prospects to customers to loyalists.

Michael Gonzalez

Senior Director, Marketing and Government Programs

Health Care Service Corporation

View Speaker Biography

Matthew Feret

Divisional Vice President

Health Care Service Corporation

View Speaker Biography

Lindsay Resnick

Executive Vice President

ReviveHealth

View Speaker Biography

5:10 pm
5:15 pm

Transition Break

5:15 pm
6:00 pm

Concurrent Sessions

5:15 pm
6:00 pm

Personalization: Stop Talking About It and Just Do It

Concurrent Session:
Consumer and Patient Experience

Powered by Welltok
From lifestyle to clinical interactions, people now expect a personalized experience. Personalization has become a buzz word in health care, yet, engagement strategies remain one-size-fits-all, and customized patient portals are largely stagnant. To create a truly personalized experience, health plans need to connect with consumers at an individual level by serving up the right resources, to the right person, at the right time and through the right channel. During this session, design and engagement experts will join forces to discuss the must-have capabilities for creating a personalized consumer experience in health care. They’ll share secrets from exceptional consumer brands, proven techniques and how to stop talking about personalization and start doing it.

Kathleen Ellmore

Vice President, Engagement Sciences

Welltok

View Speaker Biography

5:15 pm
6:00 pm

Trends and Impact of Consumer-Member Engagement for Payers

Concurrent Session:
Infrastructure and Business Operations

Powered by Payspan
This session will provide a snapshot of key changes taking place with new ACO alternative reimbursement models and how they will impact payer-to-provider relationships for reimbursement. These new dynamics will affect payers as providers struggle with performance base reimbursement and new governance requirements. The traditional relationship between payers and providers will change significantly in the coming years. Are you ready to handle these challenges while at the same time providing superior service to your members and meeting consumer expectations? Join this session to take a look ahead and discuss how you can apply solutions now.

Bill Nordmark

Chief Growth Officer

Payspan, Inc.

View Speaker Biography

5:15 pm
6:00 pm

Making a Real Difference for Patients with Health Technology

Concurrent Session:
Technologies and Tools

Powered by Amgen
The health care industry is at a crossroads with respect to delivering value to patients. Is health technology having a positive impact on patient care? This session will critically examine latest developments in digital health, and share a perspective on what companies can do to ensure their solutions truly address the needs of patients, physicians and the entire health care system.

Peter Juhn, MPH, PhD

Vice President and Head of Global Value-based Partnerships

Amgen

View Speaker Biography

Geoffrey Eich

Executive Director, Innovation

Amgen

View Speaker Biography

5:15 pm
6:00 pm

Consumer Engagement – Is It Worth the Investment? How Do You Prove and Measure Your Return?

Concurrent Session:
Infrastructure and Business Operations

Powered by NextHealth Technologies and GuideWell Connect
In a recent study, an overwhelming majority of health care executives cited the importance of implementing a consumer engagement strategy to better manage costs and improve member satisfaction. However, the same group cited the inability to measure the return on their investment as the biggest barrier to implementation. In this session, you will hear how innovative health plans are not only determining attributable ROI, but optimizing consumer engagement with personalized messages that help drive sustained medical cost reductions.

Eric Grossman

Chief Executive Officer

NextHealth Technologies

View Speaker Biography

Mark Stryker

Chief Financial and Business Development Officer

GuideWell Connect

View Speaker Biography

6:00 pm
7:30 pm

Reception

  • Exhibit Hall
December 07
7:00 am
5:30 pm

Registration and Information Desk Open

7:30 am
8:15 am

Breakfast Briefings

7:30 am
8:15 am

Creating the Connected Customer Experience

Breakfast Briefing:
Reengineering Marketing

Powered by Neustar, Inc.
Today there are more devices than people connected to the internet. Devices and apps can track and analyze our every move, even as we sleep!  In this connected world, businesses and organizations, now more than ever, seek to understand how people, places and things are relating. Does this heightened connectivity actually lead to a genuine connection?  As health plans become more focused on the consumer and customer service, it is essential that they learn how to translate that relationship so that it’s informative and personal while keeping the consumer identity data protected and HIPAA compliant. Participate in this session to understand how to leverage connected sciences, research and analytics to navigate this customer-centric environment while creating innovation for your clients and partners.

Scott Bolton

Market Development Director

Neustar, Inc.

View Speaker Biography

7:30 am
8:15 am

Powering Engagement Across the Consumer Journey

Breakfast Briefing:
Consumer and Patient Experience

Powered by Change Healthcare
This session will provide an overview of how health plans can develop a holistic approach across the consumer experience journey — integrating shopping, engagement, and consumer payments. Attendees will learn how to identify current challenges facing health plans, and how to maximize their member engagement opportunities, including how best to integrate solutions within the consumer experience.

Tate McDaniel

Senior Vice President & General Manager, Engagement Solutions

Change Healthcare

View Speaker Biography

Ian Ellis

Senior Vice President of Strategic Marketing

Change Healthcare

View Speaker Biography

7:30 am
8:15 am

Consumer “Moments of Truth”: Leveraging Opportunities to Empower Consumers and Deliver Unique Value

Breakfast Briefing:
Technologies and Tools

Powered by Alegeus
As the health care market shifts toward individual responsibility for health care costs, consumers are challenged to take a more active role in managing virtually all aspects of their health care. In the past, consumers had a one-time major point of involvement — benefit selection — as health plans covered the majority of their costs incurred throughout the effective period of a policy. Now, the tables have turned. With their own dollars on the line, consumers are faced with a broader set of spending and saving opportunities to maximize the value of their own limited health care dollars. Not only are health plans interested in quality and cost, but consumers are as well. Are consumers ready for this change? What type of support tools do consumers want and need to manage these new responsibilities? How do outlooks, behaviors and preferences differ by consumer segments? This session will dive into recently-released research to answer these questions, and provide attendees with insights into how health plans can better empower consumers to transform their behavior and maximize the value of their health care dollars.

John Park

Chief Strategy Officer

Alegeus

View Speaker Biography

7:30 am
8:15 am

Leading an Organization through Digital Transformation

Breakfast Briefing:
Infrastructure and Business Operations

Powered by Appian
Join this session to learn how an organization is adopting an agile methodology using a new technology platform to become more efficient and effective. Speakers in this session will describe how an organization implemented a new application platform to streamline processes and create a more holistic view of the member. The challenges involving a cultural shift will also be addressed and speakers will share lessons learned.

Scott Polansky

Healthcare Payer Practice Lead

Appian

View Speaker Biography

John Chung

Director of Clinical Technology Innovation

Health Care Service Corporation

View Speaker Biography

8:15 am
9:00 am

Coffee Break

  • Exhibit Hall
9:00 am
10:00 am

Digital Health Innovations: Engaging the Patient and Transforming Health Care Delivery

General Session

Digital health technologies, particularly those designed to engage and empower patients, have the potential to address unmet health needs and deliver care in new, lower-cost ways. Information shared from electronic health records, the “cloud” and apps can help clinicians target conditions, measure and monitor patient outcomes, personalize treatments, and engage patients in their care. Stakeholders in this session will examine innovative uses of digital health technology to engage patients and deliver better health care.

Deborah Kilpatrick, PhD

CEO

Evidation Health, Inc.

View Speaker Biography

Robert M. Pearl, MD

Executive Director and CEO, The Permanente Medical Group; President and CEO, Mid-Atlantic Permanente Medical Group

View Speaker Biography

David C. Rhew, MD

Chief Medical Officer and Head of Healthcare and Fitness

Samsung Electronics America

View Speaker Biography

Alison S. Tothy, MD

Chief Experience and Engagement Officer; Associate Professor of Pediatrics

University of Chicago Medicine

View Speaker Biography

10:10 am
10:45 am

Internet of Things and the Physical Interface

General Session

We suddenly live in a strange and wonderful nexus of digital and physical. Touchscreens let us hold information in our hands. Our sensor-packed phones even reach beyond the screen to interact directly with the world around us. While these digital interfaces are becoming physical, the physical world is becoming digital, too. Objects, places, and even our bodies are lighting up with sensors and connectivity. Designer Josh Clark explores how this will change our lives and our relationship to data—and what it means for health care, customer relationships, and our own privacy and well-being as consumers. Josh will also explore how this changes the way we do our work, with practical, meaningful opportunities that you can deploy right away for these newly physical interfaces.

Josh Clark

Founder

Big Medium

View Speaker Biography

10:45 am
11:30 am

Earning the Right to be a Trusted Advisor

General Session

When a consumer chooses to enter into a business relationship with a health plan, they are extending their trust to you. Yet over half of consumers don’t trust their health plans. Without trust, engagement efforts are futile. Learn how to earn back the right to be a trusted advisor to your membership and drive engagement levels to new heights.

Ingrid C. Lindberg

Founder & CXO

Chief Customer, LLC

View Speaker Biography

11:30 am
1:00 pm

Lunch

  • Exhibit Hall
1:00 pm
1:45 pm

Concurrent Sessions

1:00 pm
1:45 pm

Behavioral Economics Delivers Game-Changing Digital Engagement

Concurrent Session:
Technologies and Tools

You’ve built your digital solution, and now you are challenged to have users get started and to stay engaged.  Innovative companies are applying behavioral economics to drive initial and ongoing engagement in digital tools. In this session, you will learn about a recently completed clinical trial that measured the impact of a behavioral economics incentives program on engagement in a digital smoking cessation program.  The speakers will provide an overview of core principles of behavioral economics and the behavior change model. They will then review the marketing approach and outcomes from this ground-breaking study. The results provide gold-standard evidence that behavioral economics drives engagement in digital programs. Specific metrics to be shared include a 200% increase in the number of digital sessions completed and tripling the rate of sustained ongoing engagement.

Karen Horgan

President

VAL Health

View Speaker Biography

Sara Johnson, PhD

Co-CEO

Pro-Change Behavior Systems, Inc.

View Speaker Biography

1:00 pm
1:45 pm

Insight-Driven Member Engagement in the Digital Era

Concurrent Session:
Leveraging Data Analytics and Insight

Powered by Infosys Limited
This session will provide a snapshot of the key aspects of member engagement using analytics-driven insights. Attendees will learn about the outcomes of real-world member analytics, and how that led to simplification of the member journey and subsequent member engagement. The speakers will also examine how commitment to the core principles of member satisfaction and an effort to simplify can provide better outcomes on member engagement, and lay a strong foundation for long-term member and patient retention.

Eamonn Johnston

CDO

Horizon Blue Cross Blue Shield of New Jersey

View Speaker Biography

Henry Johnston

Vice President, Head of Sales Digital (DX)

Infosys Limited

View Speaker Biography

1:00 pm
1:45 pm

Nailing the Basics of Consumer Experience

Concurrent Session:
Reengineering Marketing

Navigating a complex health care system is one of the most persistent complaints of consumers. The need for clear, accurate and easy to understand information is more profound than ever as more and more consumers take ownership of their health care choices. This session will focus on the strategies and methods for communicating with consumers in ways that helps them to understand their coverage, treatment and decisions.

Melissa Cordial

Director of Communication Services

Fallon Health

View Speaker Biography

Ryan Petrizzi

Vice President, Consumer Markets and Product Development

AmeriHealth New Jersey

View Speaker Biography

1:00 pm
1:45 pm

How Adidas is Winning the Hearts and Minds of Consumers: Lessons for Health Plans

Concurrent Session:
Consumer and Patient Experience

When it comes to navigating health care, we are just beginning to scratch the surface of what is needed to create a patient-centered, consumer-centric health care system. Consumers today face a complicated task: from selecting a plan, to finding care, staying healthy, and more. Incumbents are certainly evolving to adapt; but just as quickly, new entrants are entering the market with the goal of becoming consumers’ trusted health care advisors. And yet, many questions remain. What is working? What can we do better? What can we learn from other industries? How can we own or drive the consumer relationship and experience more effectively? How do we build consumer credibility and engage consumers in long-lasting relationships with our brands? Hear from a global leader in the sporting goods industry about how they put the consumer at the heart of everything they do to build a strong reputation and loyalty with consumers.

Nic Vu

General Manager, Direct-to-Consumer

adidas Group, North America

View Speaker Biography

1:45 pm
1:55 pm

Transition Break

1:55 pm
2:40 pm

Driving High-Value Behaviors with Targeted Member Engagement

Concurrent Session:
Leveraging Data Analytics and Insight

Powered by Novu
Personalized member communication—delivered across channels— can improve member engagement. In this session, health plans will discover how the integration of analytics, technology, incentives and personalized communication can positively impact quality, risk adjustment and retention efforts. Join this session for an evidence-based discussion on how intelligent incentives can drive clinical high-value behaviors, and create a deeper, more personalized connection between consumers and their health.

Tom Wicka

CEO and Co-Founder

Novu

View Speaker Biography

1:55 pm
2:40 pm

Connecting Experiences: Digital Touchpoints on the Path to Health Care Interactions

Concurrent Session:
Technologies and Tools

Powered by VITAS Healthcare
A real world question leads to a digital search. The digital experience from the search engine to your website creates a call, chat or email touchpoint with an agent, and from the phone call, a customer interaction. When that first real-world interaction with your organization happens… what will that experience be? How does the digital experience connect to the actual customer or patient experience? In this session, industry experts present case studies and data on seamlessly integrating digital experience into the customer lifecycle.

John Busby

Senior Vice President

Marchex Institute

View Speaker Biography

Tad Reynes

Regional Vice President

AT&T IOT Healthcare Solutions

View Speaker Biography

Jeffrey Stewart

Senior Director of Digital Marketing

VITAS Healthcare

View Speaker Biography

1:55 pm
2:40 pm

Engagement is Everything: Super-Charging Your Digital Products with Psychology

Concurrent Session:
Reengineering Marketing

What does it mean to design with people at the center? In this session, we will share a behavior change-based rationale for including people in health plan decisions, and an innovative method that one health plan is using to do just that. Their Insight Community is an interactive member forum that participates in multi-faceted research to provide member-centered insights in their decision making process to truly become more customer-centric. This model of participatory design enables the health plan to engage with their members early and often during decisions to ensure that health insurance benefits, programs and information helps their member better understand their plan and facilitate better health care. We will highlight areas where this approach aligns with the psychology of motivation and behavior change.

Amy Bucher, PhD

Behavior Change Design Director

Mad*Pow

View Speaker Biography

Amy Zoldowski

Marketing Manager

Harvard Pilgrim Health Care

View Speaker Biography

1:55 pm
2:40 pm

Care Coordination and Employee Engagement Critical to ACA & MACRA Success

Concurrent Session:
Consumer and Patient Experience

Powered by SYKES Enterprises Inc.
Between the Affordable Care Act (ACA) and the upcoming implementation of Medicare Access and CHIP Reauthorization Act (MACRA), reimbursement approaches are significantly changing for hospitals, health plans and physicians. This session will demonstrate how leveraging emerging technologies, care coordination, and employee engagement will be critical, as health care addresses a higher degree of consumer choice and the transition to outcome-based care.

Pat Mallon

Global Vice President

SYKES Enterprises Inc.

View Speaker Biography

Greg Wozniak

President

Denali Health

View Speaker Biography

Charles Kunkle

Director of Emergency Services & Critical Care, St Mary Medical Center and Colleague Engagement Officer, No Time to Care

View Speaker Biography

2:45 pm
3:30 pm

The Success of Pokémon Go and What Health Care Can Learn from It

Concurrent Session:
Technologies and Tools

The manic hunt for Pokéballs, Jigglypuffs, and Pikachus convinced millions of people to see the world around them in a new way. At the core of the Pokémon experience is a rich set of mechanics and dynamics that turn the player’s surroundings into a rich game world steeped in exploration and reward. Experts have already recognized that these virtual adventures can improve exercise, increase social interaction, and even boost cognitive abilities. What else can we learn from this exciting perfect storm of mobile tech, augmented reality, and gamification? What can we genuinely apply to health care experiences to boost engagement or population health impact, and what is best left to the games? This session will dig into these trends.

Trapper Markelz

President & COO

MeYou Health

View Speaker Biography

2:45 pm
3:30 pm

Journey Mapping to Meet Consumer Unmet Needs

Concurrent Session:
Reengineering Marketing

Leading organizations are now looking to differentiate themselves from their competition by delivering exceptional customer experiences. Journey maps can help your organization understand how and where customers interact with the different touchpoints in their journey. And most importantly, they show how customer’s experiences at each of those touchpoints impact their overall experience with your brand. Customer journey mapping helps you identify those important touchpoints and prioritize investment to create an experience that will drive growth, regardless of which business group or groups are responsible for delivering the experiences at those touchpoints. Speakers in this session will share lessons learned in journey mapping to meet consumer unmet needs and to prioritize investment in customer experience improvement projects to drive growth and value.

Teresa Johnson, CHIE, PMP

Vice President, Sales Innovation

CDPHP

View Speaker Biography

Jodi Haskin

Director, Marketing & Strategic Engagement

CDPHP

View Speaker Biography

2:45 pm
3:30 pm

Learn How a Health Plan Transformed their Consumer Experience in 30 Days

Concurrent Session:
Consumer and Patient Experience

Powered by Zipari Inc.
As health plans are focused on improving consumer experience, many are searching for technologies that can accelerate their shift to a consumer-driven organization. However, the gap between technical promise and actual results is a great concern. Further, high implementation costs and long implementation timelines deter many payers from adopting new technologies. In this session, one health plan will discuss how they were able to introduce new consumer-friendly tools in less than 30 days by partnering with a software company, and leveraging their innovative technology to develop consumer-focused products that seamlessly integrate with existing systems, thus greatly reducing implementation times and costs.

Mark Nathan

Co-Founder and Chief Executive Officer

Zipari Inc.

View Speaker Biography

2:45 pm
3:30 pm

Predictive Analytics: Changing the Future of Customer Experience

Concurrent Session:
Leveraging Data Analytics and Insight

Today’s businesses are now connected to the Customer like never before. These new connections generate massive amounts of data. Companies that are able to take the many new sources of data and use them to modify the customer experience will create sustained competitive advantages. Speakers in this session will share how advanced analytics is changing the way companies make strategic decisions, and offer insights to move your business from being reactionary to proactively predicting Customer Experience outcomes.

Bradley Donovan

Director, Divisional Strategy

Blue Cross Blue Shield of North Carolina

View Speaker Biography

Elizabeth Farlow

Director, Operational Informatics

Blue Cross Blue Shield of North Carolina

View Speaker Biography

3:35 pm
3:45 am

Transition Break

3:45 pm
4:30 pm

Taking Customer Engagement Marketing to the Next Level: What Health Care Can Learn from Other Industries

General Session

As care and health management move into the sphere of consumer engagement, the ability to provide personalized interactions becomes the principal differentiator and success factor for health plans. Brands like Coca-Cola and ESPN have taken consumer engagement and personalization to the next level. Learn from current and former executives from these companies as they help you improve your organizations relationships with your customers.

Carol Kruse

Senior Vice President and Chief Marketing Officer

Cambia Health Solutions

View Speaker Biography

Laurent Rotival, MS

Senior Vice President, Strategic Technology Solutions and Chief Information Officer

Cambia Health Solutions

View Speaker Biography

4:30 pm
6:00 pm

Reception

  • Exhibit Hall
December 08
7:00 am
12:00 pm

Registration and Information Desk Open

7:30 am
8:15 am

Breakfast Briefings

7:30 am
8:15 am

The Appification of Health Care and How to Design a Mobile Experience That Consumers Want

Breakfast Briefing:
Technologies and Tools

Powered by WEX Health
Consumers demand simplification and integration, and they want the flexibility to make decisions on how to control their healthcare costs with the same ease as other services. This session will focus on mobile usage and preferences among a multigenerational workforce and various demographic segments, current capabilities of apps in the market and where mobile health care is headed next. The panelists will also discuss how mobile technologies and automation are changing the customer service model (by 2020, 85 percent of customer relationships will involve no human interaction) and how organizations can continue to innovate while remaining authentically attuned to basic customer needs and desires. Attendees will learn about the latest trends in mobile healthcare administration, how to design a consumer experience that drives engagement with your services, and effective strategies for working with and identifying the right mobile partners and tools.

Jeff Bakke

Chief Strategy Officer

WEX Health

View Speaker Biography

8:15 am
8:25 am

Transition Break

8:25 am
9:10 am

Concurrent Sessions

8:25 am
9:10 am

Personalized Wellness Currency: The Age of Data-Driven Incentives

Concurrent Session:
Technologies and Tools

In the age of digital technologies, an arena that is still quite outdated is how we spend and track our wellness benefit dollars. Giving out gift cards, paying blind amounts to big-box-gyms, and making individuals print, sign, scan and email back reimbursement forms should resemble the 1990’s not the twenty-tens. We will analyze top trends and movements related to emerging digital platforms, solutions and collaborations between traditional insurance/employer partners and innovation start-ups. As our industry shifts from the outdated and ineffective days of worksite wellness, we will focus on data-driven incentives and how the leaders are putting the data to work.

Phil Rigueur

Vice President, Distribution Strategy

Aetna

View Speaker Biography

8:25 am
9:10 am

Using Voice of the Customer (VOC) to Perfect the Member Experience

Concurrent Session:
Consumer and Patient Experience

In an industry known for complexity that consumers often find confusing and frustrating, one health plan is increasingly emerging as a customer-experience innovator. They’ve listened to what consumers said was important to them — Know Me, Show Me You Care, Help Me, Make It Easy – and changed their corporate culture to deepen consumer empathy, and to become more relatable to the customers. In this session, learn how this health plan set upon a journey to connect with their consumers in a way that has transformed the mindset and skill set of their employees. Hear about the implementation of a collaborative lab environment that brings together experts from across the company to listen to the Voice of the Customer, design experiments for immediate consumer feedback, and execute real improvements.  Learn how you can engage your leadership to not only support, but advocate for a customer experience lab that rapidly brings CX improvements and business results.

Wendy Dowd

Enterprise Leader, Consumer Experience

Humana

View Speaker Biography

Jason Fonder

Director, Perfect Experience

Humana

View Speaker Biography

8:25 am
9:10 am

Where is Digital Health Headed in 2017?

Concurrent Session:
Infrastructure and Business Operations

Billions of dollars of venture funding have poured into digital health, but most investors are still waiting to see a return. Many of the recently public digital health companies have lost value since going public, and several high-profile private companies have hit major roadblocks. Looking ahead to 2017, will the market change for digital health investments? Patient and consumer experience companies were particularly attractive for investors in 2016. Will this trend continue or are other sub-sectors better positioned for growth? Which companies are ripe for acquisition or IPO? This session will explore the digital health landscape and how startups and health care organizations successfully partner to bring new technologies to the forefront. Speakers will discuss why they are excited about digital health, how investor sentiment has evolved in the last five years.

Peter van der Goes

Partner

Goldman, Sachs & Co.

View Speaker Biography

Ann H. Lamont

Managing Partner

Oak HC/FT

View Speaker Biography

Ferris W. Taylor

Chief Operating Officer

Arches Health Plan

View Speaker Biography

8:25 am
9:10 am

Leveraging Digital Technology to Enhance Consumer Engagement

Concurrent Session:
Leveraging Data Analytics and Insight

In an increasingly omni-channel world, consumers crave information, and the digital technology that helps them make more informed decisions. What gets their attention, and how can technology enable and accelerate simplified customer engagement? This session will highlight an innovative approach to help consumers understand their medical benefits, as well as engage in healthy behaviors through digital technology.

Sarah Haverkamp

Director, Engagement Strategy

UnitedHealthcare National Accounts

View Speaker Biography

Beth A. McGuire

Vice President

UnitedHealthcare National Accounts

View Speaker Biography

9:10 am
9:15 am

Transition Break

9:15 am
10:00 am

Concurrent Sessions

9:15 am
10:00 am

The Changing Path to Purchase and the Importance of ZMOT

Concurrent Session:
Leveraging Data Analytics and Insight

ZMOT (Zero Moment of Truth) is fundamentally about getting closer to the customer. To do this, you need to understand them. What are they looking for? When? What information do they have already? What’s their state of mind? The consumer’s health insurance journey is no longer linear, and is rapidly transforming by the catalyst of technology. Through data, we’ll explore how and why the purchase path has expanded and what you need to know to stay relevant and engage with them. How do health plans win ZMOT and all of the subsequent real time, intent-driven, digital micro moments that follow? This session will offer insight for how to gain a competitive advantage.

Addie Braun

Head of Industry, Health Insurance

Google

View Speaker Biography

9:15 am
10:00 am

Quantified Self in 2017 and Beyond: The Future of Wearables and Personal Informatics

Concurrent Session:
Technologies and Tools

Wearable technology is providing us with an unprecedented view of people’s everyday behavior and lifestyle. Data produced by fitness trackers, clothing, accessories, lifestyle apps and other sources have the potential to help consumers gain better control over their own health and related health care costs, and by health care organizations to revolutionize and personalize the health care experience. How is the wearable technology landscape evolving in complexity? How will wearables impact population health and wellness, and help shape the new health economy? Our speakers will share perspectives on the opportunities and challenges facing wearable technology today, and what the future may hold.

Karen Lee

Strategy and Innovation Leader

Humana

View Speaker Biography

Jeroen Brouwer

Director, Business Development

Philips Personal Health Solutions

View Speaker Biography

Rohan Dixit

Founder

Lief Therapeutics

View Speaker Biography

9:15 am
10:00 am

Digital Alignment: The Challenge for Provider-Owned Plans

Concurrent Session:
Consumer and Patient Experience

Today’s always-on, “moment-of-need” digital customers has high expectations: they want the information they seek in the medium they prefer, at the time of their choosing. And, they want an experience, from navigation to content to interactions, that’s consistent and reliable…because their interest and loyalty is won or lost in seconds. This hold true at health plans and at health providers alike.
But what happens when the health plan is the health provider, and vice-a-versa? This is the challenge in front of today’s provider-owned health plans, from the mega-regionals to the smaller local health system owned Plans. How coordinated and consistent is the digital customer experience when a health plan member becomes a patient of that Plan’s health system – in most cases not very! This session will explore similarities (and differences) in payer and provider digital experiences and address what benefits can be realized from a more aligned digital experience.

Lindsay Resnick

Executive Vice President

ReviveHealth

View Speaker Biography

Kelly Kimberland

Senior Director, Marketing Strategy & Digital Engagement

UPMC

View Speaker Biography

9:15 am
10:00 am

How to be a Digital Health Company in a Brick and Mortar Health Care World

Concurrent Session:
Infrastructure and Business Operations

Powered by Livongo
This session will provide a view into the current state of digital health, the forces accelerating the adoption of technology, and the challenges the ecosystem faces to achieve optimal application. Attendees will learn about successful implementations and discuss the next steps in the evolution of bringing together the digital, physical, and emotional world of health care. Lastly the speakers will examine the impact of these changes on health plans, providers, and consumers and the likely path forward over the next 12-24 months.

Michael Sturmer

Senior Vice President of Health Services Segment

Livongo

View Speaker Biography

10:00 am
10:15 am

Coffee Break

10:15 am
11:00 am

On Demand Health Care: Would You Like Your Health Care for Here or to Go?

General Session

Digital health is causing a paradigm shift in the way that healthcare is being delivered.  With the advent of these sophisticated technologies, physicians and patients alike are turning to on-demand care.  From mobile access to medical records, to remote doctor tele-visits, to physicians being equipped with patient data anytime, anywhere, this individualized approach is revolutionizing the care landscape.  This session focuses on the increasing demand for have-it-your-way healthcare and will explore the current capabilities and future directions in the use of non-traditional technologies and approaches for the purposes of population health monitoring and improving health care access. Panelists will also discuss the burgeoning field of on-demand health services and its potential to enhance health care delivery, improve health outcomes and disrupt the market as we know it.  Learn about the latest on-demand technologies and how on-demand transportation is poised to further change and transform the health care industry.

John Brownstein, PhD

Chief Innovation Officer, Boston Children's Hospital and Professor, Harvard Medical School

View Speaker Biography

Lauren Steingold

Strategic Partner Manager

Uber

View Speaker Biography

11:00 am
12:00 pm

Thriving in an Ecosystem for Health

Closing General Session

Stress and burnout are a global pandemic, costing businesses hundreds of billions of dollars per year – $300 billion in the U.S. alone. But as the latest science has shown there is no tradeoff between living a well-­rounded life and high performance. In fact, our performance actually improves when we make our health and well­being a priority.  By reducing stress and exhaustion, we can improve people’s health and increase productivity for both companies and individuals around the world.

In this session, Arianna Huffington will share her vision for how employers and their employees can collaborate to achieve good health and wellbeing and at the same time enhance employee productivity and reduce health care costs

Arianna Huffington

Founder, The Huffington Post; Founder and CEO, Thrive Global

View Speaker Biography

December 06
3:30 pm
4:15 pm

Finding the Love for Your Health Care Brand

Concurrent Session:
Reengineering Marketing

With health insurance becoming commoditized, health plans have to rise above being substituted by this year’s bargain plan. What’s your niche and how can you express it to sustain your membership year after year – or to earn members back if they leave? One health plan will share why its members give it “brand love”, and how it is responding so the plan can stay relevant and valued in an otherwise unappreciated industry.

Heidi Sirota

Vice President of Marketing & Communications

ConnectiCare

View Speaker Biography

4:25 pm
5:10 pm

Customer Lifecycle: Marketing & Sales at Every Step of the Way

Concurrent Session:
Reengineering Marketing

Inside most health plans, marketing and sales get pigeon-holed into the front end of the customer lifecycle – marketing drives brand awareness and generate leads; sales turns leads into customers. End of story. Now, however, as customer experience takes center stage as a brand differentiator, the roles of marketing and sales throughout the customer lifecycle have been extended beyond path-to-purchase, to path-to-loyalty. From activation where an “after-sale sale” has never been more important to well-planned coordinated retention marketing programs, sales and marketing must cut across the entire CX continuum.  Speakers in this session will address how marketing & sales drives consumer engagement and how to take consumers from prospects to customers to loyalists.

Michael Gonzalez

Senior Director, Marketing and Government Programs

Health Care Service Corporation

View Speaker Biography

Matthew Feret

Divisional Vice President

Health Care Service Corporation

View Speaker Biography

Lindsay Resnick

Executive Vice President

ReviveHealth

View Speaker Biography

December 07
7:30 am
8:15 am

Creating the Connected Customer Experience

Breakfast Briefing:
Reengineering Marketing

Powered by Neustar, Inc.
Today there are more devices than people connected to the internet. Devices and apps can track and analyze our every move, even as we sleep!  In this connected world, businesses and organizations, now more than ever, seek to understand how people, places and things are relating. Does this heightened connectivity actually lead to a genuine connection?  As health plans become more focused on the consumer and customer service, it is essential that they learn how to translate that relationship so that it’s informative and personal while keeping the consumer identity data protected and HIPAA compliant. Participate in this session to understand how to leverage connected sciences, research and analytics to navigate this customer-centric environment while creating innovation for your clients and partners.

Scott Bolton

Market Development Director

Neustar, Inc.

View Speaker Biography

1:00 pm
1:45 pm

Nailing the Basics of Consumer Experience

Concurrent Session:
Reengineering Marketing

Navigating a complex health care system is one of the most persistent complaints of consumers. The need for clear, accurate and easy to understand information is more profound than ever as more and more consumers take ownership of their health care choices. This session will focus on the strategies and methods for communicating with consumers in ways that helps them to understand their coverage, treatment and decisions.

Melissa Cordial

Director of Communication Services

Fallon Health

View Speaker Biography

Ryan Petrizzi

Vice President, Consumer Markets and Product Development

AmeriHealth New Jersey

View Speaker Biography

1:55 pm
2:40 pm

Engagement is Everything: Super-Charging Your Digital Products with Psychology

Concurrent Session:
Reengineering Marketing

What does it mean to design with people at the center? In this session, we will share a behavior change-based rationale for including people in health plan decisions, and an innovative method that one health plan is using to do just that. Their Insight Community is an interactive member forum that participates in multi-faceted research to provide member-centered insights in their decision making process to truly become more customer-centric. This model of participatory design enables the health plan to engage with their members early and often during decisions to ensure that health insurance benefits, programs and information helps their member better understand their plan and facilitate better health care. We will highlight areas where this approach aligns with the psychology of motivation and behavior change.

Amy Bucher, PhD

Behavior Change Design Director

Mad*Pow

View Speaker Biography

Amy Zoldowski

Marketing Manager

Harvard Pilgrim Health Care

View Speaker Biography

2:45 pm
3:30 pm

Journey Mapping to Meet Consumer Unmet Needs

Concurrent Session:
Reengineering Marketing

Leading organizations are now looking to differentiate themselves from their competition by delivering exceptional customer experiences. Journey maps can help your organization understand how and where customers interact with the different touchpoints in their journey. And most importantly, they show how customer’s experiences at each of those touchpoints impact their overall experience with your brand. Customer journey mapping helps you identify those important touchpoints and prioritize investment to create an experience that will drive growth, regardless of which business group or groups are responsible for delivering the experiences at those touchpoints. Speakers in this session will share lessons learned in journey mapping to meet consumer unmet needs and to prioritize investment in customer experience improvement projects to drive growth and value.

Teresa Johnson, CHIE, PMP

Vice President, Sales Innovation

CDPHP

View Speaker Biography

Jodi Haskin

Director, Marketing & Strategic Engagement

CDPHP

View Speaker Biography

December 06
3:30 pm
4:15 pm

Engaging Digitally Intense Consumers

Concurrent Session:
Consumer and Patient Experience

Powered by Accenture
Highly digital consumers have high expectations for how they engage with the health care system. Consumers in general are accustomed to digital solutions in other industries, and want to experience the same convenience, transparency and personalization in health care. But the health care industry lags other industries in digital engagement. Health plans have an opportunity to more effectively engage digital consumers to improve their experience. This session will present research that illuminates the characteristics of digital health care consumers. The discussion will feature the perspective of a large payer, regarding key success factors for digital engagement and health care transparency.

JP Stephan

Managing Director, Health CRM

Accenture

View Speaker Biography

Tom Meier

Vice President of Market Solutions

Health Care Service Corporation

View Speaker Biography

4:25 pm
5:10 pm

Creating a Customer-Obsessed Culture

Concurrent Session:
Consumer and Patient Experience

What do an ecommerce juggernaut, an 80-year-old airline with an Eskimo on its tail and a health plan have in common? They are all customer-obsessed.  Regardless of industry, the idea of customer obsession is front and center for the health care industry.  The speaker in this session will explore how to create a customer obsessed culture and will share lessons learned from building customer experiences in four different industries.

Curtis Kopf

Senior Vice President, Consumer/UX Experience

Premera Blue Cross

View Speaker Biography

5:15 pm
6:00 pm

Personalization: Stop Talking About It and Just Do It

Concurrent Session:
Consumer and Patient Experience

Powered by Welltok
From lifestyle to clinical interactions, people now expect a personalized experience. Personalization has become a buzz word in health care, yet, engagement strategies remain one-size-fits-all, and customized patient portals are largely stagnant. To create a truly personalized experience, health plans need to connect with consumers at an individual level by serving up the right resources, to the right person, at the right time and through the right channel. During this session, design and engagement experts will join forces to discuss the must-have capabilities for creating a personalized consumer experience in health care. They’ll share secrets from exceptional consumer brands, proven techniques and how to stop talking about personalization and start doing it.

Kathleen Ellmore

Vice President, Engagement Sciences

Welltok

View Speaker Biography

December 07
7:30 am
8:15 am

Powering Engagement Across the Consumer Journey

Breakfast Briefing:
Consumer and Patient Experience

Powered by Change Healthcare
This session will provide an overview of how health plans can develop a holistic approach across the consumer experience journey — integrating shopping, engagement, and consumer payments. Attendees will learn how to identify current challenges facing health plans, and how to maximize their member engagement opportunities, including how best to integrate solutions within the consumer experience.

Tate McDaniel

Senior Vice President & General Manager, Engagement Solutions

Change Healthcare

View Speaker Biography

Ian Ellis

Senior Vice President of Strategic Marketing

Change Healthcare

View Speaker Biography

1:00 pm
1:45 pm

How Adidas is Winning the Hearts and Minds of Consumers: Lessons for Health Plans

Concurrent Session:
Consumer and Patient Experience

When it comes to navigating health care, we are just beginning to scratch the surface of what is needed to create a patient-centered, consumer-centric health care system. Consumers today face a complicated task: from selecting a plan, to finding care, staying healthy, and more. Incumbents are certainly evolving to adapt; but just as quickly, new entrants are entering the market with the goal of becoming consumers’ trusted health care advisors. And yet, many questions remain. What is working? What can we do better? What can we learn from other industries? How can we own or drive the consumer relationship and experience more effectively? How do we build consumer credibility and engage consumers in long-lasting relationships with our brands? Hear from a global leader in the sporting goods industry about how they put the consumer at the heart of everything they do to build a strong reputation and loyalty with consumers.

Nic Vu

General Manager, Direct-to-Consumer

adidas Group, North America

View Speaker Biography

1:55 pm
2:40 pm

Care Coordination and Employee Engagement Critical to ACA & MACRA Success

Concurrent Session:
Consumer and Patient Experience

Powered by SYKES Enterprises Inc.
Between the Affordable Care Act (ACA) and the upcoming implementation of Medicare Access and CHIP Reauthorization Act (MACRA), reimbursement approaches are significantly changing for hospitals, health plans and physicians. This session will demonstrate how leveraging emerging technologies, care coordination, and employee engagement will be critical, as health care addresses a higher degree of consumer choice and the transition to outcome-based care.

Pat Mallon

Global Vice President

SYKES Enterprises Inc.

View Speaker Biography

Greg Wozniak

President

Denali Health

View Speaker Biography

Charles Kunkle

Director of Emergency Services & Critical Care, St Mary Medical Center and Colleague Engagement Officer, No Time to Care

View Speaker Biography

2:45 pm
3:30 pm

Learn How a Health Plan Transformed their Consumer Experience in 30 Days

Concurrent Session:
Consumer and Patient Experience

Powered by Zipari Inc.
As health plans are focused on improving consumer experience, many are searching for technologies that can accelerate their shift to a consumer-driven organization. However, the gap between technical promise and actual results is a great concern. Further, high implementation costs and long implementation timelines deter many payers from adopting new technologies. In this session, one health plan will discuss how they were able to introduce new consumer-friendly tools in less than 30 days by partnering with a software company, and leveraging their innovative technology to develop consumer-focused products that seamlessly integrate with existing systems, thus greatly reducing implementation times and costs.

Mark Nathan

Co-Founder and Chief Executive Officer

Zipari Inc.

View Speaker Biography

December 08
8:25 am
9:10 am

Using Voice of the Customer (VOC) to Perfect the Member Experience

Concurrent Session:
Consumer and Patient Experience

In an industry known for complexity that consumers often find confusing and frustrating, one health plan is increasingly emerging as a customer-experience innovator. They’ve listened to what consumers said was important to them — Know Me, Show Me You Care, Help Me, Make It Easy – and changed their corporate culture to deepen consumer empathy, and to become more relatable to the customers. In this session, learn how this health plan set upon a journey to connect with their consumers in a way that has transformed the mindset and skill set of their employees. Hear about the implementation of a collaborative lab environment that brings together experts from across the company to listen to the Voice of the Customer, design experiments for immediate consumer feedback, and execute real improvements.  Learn how you can engage your leadership to not only support, but advocate for a customer experience lab that rapidly brings CX improvements and business results.

Wendy Dowd

Enterprise Leader, Consumer Experience

Humana

View Speaker Biography

Jason Fonder

Director, Perfect Experience

Humana

View Speaker Biography

9:15 am
10:00 am

Digital Alignment: The Challenge for Provider-Owned Plans

Concurrent Session:
Consumer and Patient Experience

Today’s always-on, “moment-of-need” digital customers has high expectations: they want the information they seek in the medium they prefer, at the time of their choosing. And, they want an experience, from navigation to content to interactions, that’s consistent and reliable…because their interest and loyalty is won or lost in seconds. This hold true at health plans and at health providers alike.
But what happens when the health plan is the health provider, and vice-a-versa? This is the challenge in front of today’s provider-owned health plans, from the mega-regionals to the smaller local health system owned Plans. How coordinated and consistent is the digital customer experience when a health plan member becomes a patient of that Plan’s health system – in most cases not very! This session will explore similarities (and differences) in payer and provider digital experiences and address what benefits can be realized from a more aligned digital experience.

Lindsay Resnick

Executive Vice President

ReviveHealth

View Speaker Biography

Kelly Kimberland

Senior Director, Marketing Strategy & Digital Engagement

UPMC

View Speaker Biography

December 06
3:30 pm
4:15 pm

Making Way for a New Focus on Member Engagement with Enterprise CRM

Concurrent Session:
Infrastructure and Business Operations

Powered by NTT DATA
Today, health plans need to holistically meet the needs of a new hyper-connected and demanding consumer. Effective engagement happens at the precise moment consumers are ready to take action and need advice the most. An enterprise CRM system can provide a foundation well beyond sales within a health plan to also include member service, care management and population health management to build lasting customer relationships. Join this session to hear how health plans are utilizing enterprise CRM as a foundation for success in the consumer-centric health ecosystem.

Liz Peters

CRM Practice Lead, Health Plan Innovation & Consulting

NTT DATA

View Speaker Biography

Laura Keller

Senior Director of Experience Design Strategy

NTT DATA

View Speaker Biography

5:15 pm
6:00 pm

Trends and Impact of Consumer-Member Engagement for Payers

Concurrent Session:
Infrastructure and Business Operations

Powered by Payspan
This session will provide a snapshot of key changes taking place with new ACO alternative reimbursement models and how they will impact payer-to-provider relationships for reimbursement. These new dynamics will affect payers as providers struggle with performance base reimbursement and new governance requirements. The traditional relationship between payers and providers will change significantly in the coming years. Are you ready to handle these challenges while at the same time providing superior service to your members and meeting consumer expectations? Join this session to take a look ahead and discuss how you can apply solutions now.

Bill Nordmark

Chief Growth Officer

Payspan, Inc.

View Speaker Biography

5:15 pm
6:00 pm

Consumer Engagement – Is It Worth the Investment? How Do You Prove and Measure Your Return?

Concurrent Session:
Infrastructure and Business Operations

Powered by NextHealth Technologies and GuideWell Connect
In a recent study, an overwhelming majority of health care executives cited the importance of implementing a consumer engagement strategy to better manage costs and improve member satisfaction. However, the same group cited the inability to measure the return on their investment as the biggest barrier to implementation. In this session, you will hear how innovative health plans are not only determining attributable ROI, but optimizing consumer engagement with personalized messages that help drive sustained medical cost reductions.

Eric Grossman

Chief Executive Officer

NextHealth Technologies

View Speaker Biography

Mark Stryker

Chief Financial and Business Development Officer

GuideWell Connect

View Speaker Biography

December 07
7:30 am
8:15 am

Leading an Organization through Digital Transformation

Breakfast Briefing:
Infrastructure and Business Operations

Powered by Appian
Join this session to learn how an organization is adopting an agile methodology using a new technology platform to become more efficient and effective. Speakers in this session will describe how an organization implemented a new application platform to streamline processes and create a more holistic view of the member. The challenges involving a cultural shift will also be addressed and speakers will share lessons learned.

Scott Polansky

Healthcare Payer Practice Lead

Appian

View Speaker Biography

John Chung

Director of Clinical Technology Innovation

Health Care Service Corporation

View Speaker Biography

December 08
8:25 am
9:10 am

Where is Digital Health Headed in 2017?

Concurrent Session:
Infrastructure and Business Operations

Billions of dollars of venture funding have poured into digital health, but most investors are still waiting to see a return. Many of the recently public digital health companies have lost value since going public, and several high-profile private companies have hit major roadblocks. Looking ahead to 2017, will the market change for digital health investments? Patient and consumer experience companies were particularly attractive for investors in 2016. Will this trend continue or are other sub-sectors better positioned for growth? Which companies are ripe for acquisition or IPO? This session will explore the digital health landscape and how startups and health care organizations successfully partner to bring new technologies to the forefront. Speakers will discuss why they are excited about digital health, how investor sentiment has evolved in the last five years.

Peter van der Goes

Partner

Goldman, Sachs & Co.

View Speaker Biography

Ann H. Lamont

Managing Partner

Oak HC/FT

View Speaker Biography

Ferris W. Taylor

Chief Operating Officer

Arches Health Plan

View Speaker Biography

9:15 am
10:00 am

How to be a Digital Health Company in a Brick and Mortar Health Care World

Concurrent Session:
Infrastructure and Business Operations

Powered by Livongo
This session will provide a view into the current state of digital health, the forces accelerating the adoption of technology, and the challenges the ecosystem faces to achieve optimal application. Attendees will learn about successful implementations and discuss the next steps in the evolution of bringing together the digital, physical, and emotional world of health care. Lastly the speakers will examine the impact of these changes on health plans, providers, and consumers and the likely path forward over the next 12-24 months.

Michael Sturmer

Senior Vice President of Health Services Segment

Livongo

View Speaker Biography

December 06
3:30 pm
4:15 pm

Realizing the Promise of Digital Health Technology for Complex Patients

Concurrent Session:
Technologies and Tools

Speakers will share perspectives on the current health technology landscape, challenges and
opportunities, and how to bring entrepreneurs, providers, investors, payers, and patients together
to develop meaningful tools.

Rob Guigley

Vice President, Health Plans and Reimbursement Strategy

Omada Health

View Speaker Biography

Lauren Webb

Senior Vice President, Client Services

Mindoula Health

View Speaker Biography

4:25 pm
5:10 pm

Using Real-Time Insights to Deliver More Personalized Care

Concurrent Session:
Technologies and Tools

Powered by Surescripts
Not all data is created equal. Is it timely? Is it patient-specific? Is it actionable? Our session will showcase new technologies that improve the consumer experience by delivering real-time, actionable patient-specific insights at the point of care. This makes for more personalized doctor consultations and greater convenience when filling prescriptions.

Scott Motejunas

Product Innovation

Surescripts

View Speaker Biography

Luke Forster-Broten

Product Innovation

Surescripts

View Speaker Biography

5:15 pm
6:00 pm

Making a Real Difference for Patients with Health Technology

Concurrent Session:
Technologies and Tools

Powered by Amgen
The health care industry is at a crossroads with respect to delivering value to patients. Is health technology having a positive impact on patient care? This session will critically examine latest developments in digital health, and share a perspective on what companies can do to ensure their solutions truly address the needs of patients, physicians and the entire health care system.

Peter Juhn, MPH, PhD

Vice President and Head of Global Value-based Partnerships

Amgen

View Speaker Biography

Geoffrey Eich

Executive Director, Innovation

Amgen

View Speaker Biography

December 07
7:30 am
8:15 am

Consumer “Moments of Truth”: Leveraging Opportunities to Empower Consumers and Deliver Unique Value

Breakfast Briefing:
Technologies and Tools

Powered by Alegeus
As the health care market shifts toward individual responsibility for health care costs, consumers are challenged to take a more active role in managing virtually all aspects of their health care. In the past, consumers had a one-time major point of involvement — benefit selection — as health plans covered the majority of their costs incurred throughout the effective period of a policy. Now, the tables have turned. With their own dollars on the line, consumers are faced with a broader set of spending and saving opportunities to maximize the value of their own limited health care dollars. Not only are health plans interested in quality and cost, but consumers are as well. Are consumers ready for this change? What type of support tools do consumers want and need to manage these new responsibilities? How do outlooks, behaviors and preferences differ by consumer segments? This session will dive into recently-released research to answer these questions, and provide attendees with insights into how health plans can better empower consumers to transform their behavior and maximize the value of their health care dollars.

John Park

Chief Strategy Officer

Alegeus

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1:00 pm
1:45 pm

Behavioral Economics Delivers Game-Changing Digital Engagement

Concurrent Session:
Technologies and Tools

You’ve built your digital solution, and now you are challenged to have users get started and to stay engaged.  Innovative companies are applying behavioral economics to drive initial and ongoing engagement in digital tools. In this session, you will learn about a recently completed clinical trial that measured the impact of a behavioral economics incentives program on engagement in a digital smoking cessation program.  The speakers will provide an overview of core principles of behavioral economics and the behavior change model. They will then review the marketing approach and outcomes from this ground-breaking study. The results provide gold-standard evidence that behavioral economics drives engagement in digital programs. Specific metrics to be shared include a 200% increase in the number of digital sessions completed and tripling the rate of sustained ongoing engagement.

Karen Horgan

President

VAL Health

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Sara Johnson, PhD

Co-CEO

Pro-Change Behavior Systems, Inc.

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1:55 pm
2:40 pm

Connecting Experiences: Digital Touchpoints on the Path to Health Care Interactions

Concurrent Session:
Technologies and Tools

Powered by VITAS Healthcare
A real world question leads to a digital search. The digital experience from the search engine to your website creates a call, chat or email touchpoint with an agent, and from the phone call, a customer interaction. When that first real-world interaction with your organization happens… what will that experience be? How does the digital experience connect to the actual customer or patient experience? In this session, industry experts present case studies and data on seamlessly integrating digital experience into the customer lifecycle.

John Busby

Senior Vice President

Marchex Institute

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Tad Reynes

Regional Vice President

AT&T IOT Healthcare Solutions

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Jeffrey Stewart

Senior Director of Digital Marketing

VITAS Healthcare

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2:45 pm
3:30 pm

The Success of Pokémon Go and What Health Care Can Learn from It

Concurrent Session:
Technologies and Tools

The manic hunt for Pokéballs, Jigglypuffs, and Pikachus convinced millions of people to see the world around them in a new way. At the core of the Pokémon experience is a rich set of mechanics and dynamics that turn the player’s surroundings into a rich game world steeped in exploration and reward. Experts have already recognized that these virtual adventures can improve exercise, increase social interaction, and even boost cognitive abilities. What else can we learn from this exciting perfect storm of mobile tech, augmented reality, and gamification? What can we genuinely apply to health care experiences to boost engagement or population health impact, and what is best left to the games? This session will dig into these trends.

Trapper Markelz

President & COO

MeYou Health

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December 08
7:30 am
8:15 am

The Appification of Health Care and How to Design a Mobile Experience That Consumers Want

Breakfast Briefing:
Technologies and Tools

Powered by WEX Health
Consumers demand simplification and integration, and they want the flexibility to make decisions on how to control their healthcare costs with the same ease as other services. This session will focus on mobile usage and preferences among a multigenerational workforce and various demographic segments, current capabilities of apps in the market and where mobile health care is headed next. The panelists will also discuss how mobile technologies and automation are changing the customer service model (by 2020, 85 percent of customer relationships will involve no human interaction) and how organizations can continue to innovate while remaining authentically attuned to basic customer needs and desires. Attendees will learn about the latest trends in mobile healthcare administration, how to design a consumer experience that drives engagement with your services, and effective strategies for working with and identifying the right mobile partners and tools.

Jeff Bakke

Chief Strategy Officer

WEX Health

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8:25 am
9:10 am

Personalized Wellness Currency: The Age of Data-Driven Incentives

Concurrent Session:
Technologies and Tools

In the age of digital technologies, an arena that is still quite outdated is how we spend and track our wellness benefit dollars. Giving out gift cards, paying blind amounts to big-box-gyms, and making individuals print, sign, scan and email back reimbursement forms should resemble the 1990’s not the twenty-tens. We will analyze top trends and movements related to emerging digital platforms, solutions and collaborations between traditional insurance/employer partners and innovation start-ups. As our industry shifts from the outdated and ineffective days of worksite wellness, we will focus on data-driven incentives and how the leaders are putting the data to work.

Phil Rigueur

Vice President, Distribution Strategy

Aetna

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9:15 am
10:00 am

Quantified Self in 2017 and Beyond: The Future of Wearables and Personal Informatics

Concurrent Session:
Technologies and Tools

Wearable technology is providing us with an unprecedented view of people’s everyday behavior and lifestyle. Data produced by fitness trackers, clothing, accessories, lifestyle apps and other sources have the potential to help consumers gain better control over their own health and related health care costs, and by health care organizations to revolutionize and personalize the health care experience. How is the wearable technology landscape evolving in complexity? How will wearables impact population health and wellness, and help shape the new health economy? Our speakers will share perspectives on the opportunities and challenges facing wearable technology today, and what the future may hold.

Karen Lee

Strategy and Innovation Leader

Humana

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Jeroen Brouwer

Director, Business Development

Philips Personal Health Solutions

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Rohan Dixit

Founder

Lief Therapeutics

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December 06
4:25 pm
5:10 pm

Leveraging Personalized Interactions for Consumer Engagement

Concurrent Session:
Leveraging Data Analytics and Insight

Powered by Optum
Health plans have more data about consumers than ever before, and in today’s age of the consumer, that translates into high expectations for tailored outreach strategies and services. But how do you get from a massive set of disparate data points to a personalized consumer interaction? In this session, you will hear how innovative plans leverage touch points with consumers to develop and launch strategies spanning people, processes, and technology, thus allowing consumers to embark on their “Personalization Journey” and improve the consumer experience with beneficial results for all stakeholders.

Jessica Conley

Vice President

Consumer Sales and Service

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December 07
1:00 pm
1:45 pm

Insight-Driven Member Engagement in the Digital Era

Concurrent Session:
Leveraging Data Analytics and Insight

Powered by Infosys Limited
This session will provide a snapshot of the key aspects of member engagement using analytics-driven insights. Attendees will learn about the outcomes of real-world member analytics, and how that led to simplification of the member journey and subsequent member engagement. The speakers will also examine how commitment to the core principles of member satisfaction and an effort to simplify can provide better outcomes on member engagement, and lay a strong foundation for long-term member and patient retention.

Eamonn Johnston

CDO

Horizon Blue Cross Blue Shield of New Jersey

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Henry Johnston

Vice President, Head of Sales Digital (DX)

Infosys Limited

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1:55 pm
2:40 pm

Driving High-Value Behaviors with Targeted Member Engagement

Concurrent Session:
Leveraging Data Analytics and Insight

Powered by Novu
Personalized member communication—delivered across channels— can improve member engagement. In this session, health plans will discover how the integration of analytics, technology, incentives and personalized communication can positively impact quality, risk adjustment and retention efforts. Join this session for an evidence-based discussion on how intelligent incentives can drive clinical high-value behaviors, and create a deeper, more personalized connection between consumers and their health.

Tom Wicka

CEO and Co-Founder

Novu

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2:45 pm
3:30 pm

Predictive Analytics: Changing the Future of Customer Experience

Concurrent Session:
Leveraging Data Analytics and Insight

Today’s businesses are now connected to the Customer like never before. These new connections generate massive amounts of data. Companies that are able to take the many new sources of data and use them to modify the customer experience will create sustained competitive advantages. Speakers in this session will share how advanced analytics is changing the way companies make strategic decisions, and offer insights to move your business from being reactionary to proactively predicting Customer Experience outcomes.

Bradley Donovan

Director, Divisional Strategy

Blue Cross Blue Shield of North Carolina

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Elizabeth Farlow

Director, Operational Informatics

Blue Cross Blue Shield of North Carolina

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December 08
8:25 am
9:10 am

Leveraging Digital Technology to Enhance Consumer Engagement

Concurrent Session:
Leveraging Data Analytics and Insight

In an increasingly omni-channel world, consumers crave information, and the digital technology that helps them make more informed decisions. What gets their attention, and how can technology enable and accelerate simplified customer engagement? This session will highlight an innovative approach to help consumers understand their medical benefits, as well as engage in healthy behaviors through digital technology.

Sarah Haverkamp

Director, Engagement Strategy

UnitedHealthcare National Accounts

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Beth A. McGuire

Vice President

UnitedHealthcare National Accounts

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9:15 am
10:00 am

The Changing Path to Purchase and the Importance of ZMOT

Concurrent Session:
Leveraging Data Analytics and Insight

ZMOT (Zero Moment of Truth) is fundamentally about getting closer to the customer. To do this, you need to understand them. What are they looking for? When? What information do they have already? What’s their state of mind? The consumer’s health insurance journey is no longer linear, and is rapidly transforming by the catalyst of technology. Through data, we’ll explore how and why the purchase path has expanded and what you need to know to stay relevant and engage with them. How do health plans win ZMOT and all of the subsequent real time, intent-driven, digital micro moments that follow? This session will offer insight for how to gain a competitive advantage.

Addie Braun

Head of Industry, Health Insurance

Google

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We Hope to See You in Chicago

Hotel and Travel Information

CONFERENCE LOCATION: Swissotel Chicago
323 Wacker Drive Chicago, IL 60601

AHIP has secured rooms at the Swissotel, location of this year’s Consumer Experience & Digital Health Forum.

Rooms at this rate are being held for arrival on Monday, December 5, 2016 and departure on Friday, December 9, 2016.  Space is limited.  Reservations are made on a first-come, first-served basis and the contracted rate is available to AHIP conference attendees only.

The group rate is available until Friday, November 11, 2016 or when the room block has sold out (whichever comes first). This cut-off is a guideline and not a guarantee of availability.

Click here to reserve your room online today. Click on “make a reservation”, select travel dates, number of rooms, and number of guests, then click the “Find” button. Select from the options available for the conference group rate or select a premium room type for an increased rate.  Or call the Swissotel Chicago reservations directly at 1.312.565.0565 or 1.866.840.8096 and reference the AHIP 2016 Consumer Digital Health Forum. Space is limited.

All room reservations must be accompanied by a first and last night’s room deposit guaranteed with a major credit card.  If a reservation is cancelled within 21-14 days prior to arrival, the individual will forfeit the deposit of the first and last night’s stay.  If reservation is cancelled with 13 days prior to arrival, the individual will be charged the entire length of stay.

Rooms at this rate are being held for arrival on Monday, December 5, 2016 and departure on Friday, December 9, 2016. Space is limited.

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SELECT LEVEL

Accenture Logo
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Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations.

Amgen Logo
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Amgen is committed to unlocking the potential of biology for patients

DentaQuest Logo
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DentaQuest is a dental enterprise and one of the largest dental benefit administrators in the nation.

NTT DATA Logo
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NTT DATA is an end-to-end service provider of IT and business solutions for health

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Optum combines technology, data and expertise to power modern health care.

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Quest Diagnostics empowers people to take action to improve health outcomes.

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