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The “Consumer Experience Redefined” track at the 2024 Consumer Experience & Digital Health Forum (AHIP Digital) focuses on consumer-friendly strategies and technology solutions to create a frictionless customer experience and improve every patient’s health.
Why it matters: From empathetic communication tactics to AI-powered solutions, “Consumer Experience Redefined” sessions will highlight member outreach and personalization strategies that expand health insurance plans’ reach, build loyalty, and create trust with consumers.
Concurrent Sessions
- AI Support for Customer Service Excellence – Improving Accuracy and Service Time — Join data and analytics expert Himanshu Arora (formerly with Blue Cross Blue Shield of Massachusetts) and the Permanente Medical Group’s 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 — Explore the strategies and tactics needed to deliver on your customer experience mission at this session hosted by MVP Health Care’s Darcy Baldwin, Blue Cross and Blue Shield of North Carolina’s Cheryl Parquet, and UCare’s Jay Sivasailam.
- Frictionless Customer Experience – Meeting Each Consumer Where They Are — 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’s Anne Hoverson and Peter Serio, and AHIP’s Chief Business Officer Robert L. Traynham.
General Sessions
- Future of Direct-to-Consumer Health Care: Balancing Consumer & Patient Demands — The health ecosystem is rapidly evolving to deliver on new consumer expectations and demands. This panel discussion will explore the future of — as well as the challenges of — direct-to-consumer health care.
- Leveraging Data Analytics to Improve Outcomes & Consumer Experience — 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’s 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 — Sit down with Premera Blue Cross’s Kristin Meadows and Shawn Vicklund, and Relay Network’s 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 — 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.