Customer friction is any aspect of customer interaction that degrades the experience. The less friction, the more likely customers are to be satisfied. By quantifying and using customer friction to drive a transformation agenda, health plans will be able to better align every aspect of their business to deliver a superior experience. Regardless of whether your customer is a member, business partner or employee, reducing customer friction builds loyalty and increases engagement. Join this session where we will discuss ways to identify and remove friction from your member experience. We’ll share health care examples, and discuss inspiring case studies from those industries that delight their customers on a daily basis to help you figure out where to start.
The success or failure of digital health companies relies on the ability to effectively engage individuals as consumers of health care, not just as patients. Our panel of digital health experts have cracked the code on engagement and figured out how to produce strong outcomes with consumers and payers alike. Hear how they embraced a consumer-first perspective and designed tools and experiences that keep users coming back, while also connecting with a larger ecosystem for a seamless, holistic experience. Learn best practices and the experts’ proven methods for ‘getting sticky’.
In this session, speakers will highlight innovative technology that enables more informed care by using prescriptions as the vehicle to provide actionable patient intelligence seamlessly into the doctor’s workflow. From automating prior authorizations to delivering patient-specific formulary transparency and medication adherence insights, these solutions empower care providers with the clinically-relevant information needed to improve patient safety and quality and lower health care costs.
Consumer experiences are typically fragmented where a simple, seamless and smart experience is needed to help consumers interact with the health system. This session will provide best practices from an actionable perspective on how data and analytics are used to design customized consumer communication campaigns and predict the next best action. A case study will also be presented.
Employers – the second largest payers of health care in the U.S. after the federal government – have been at the vanguard of developing new strategies to improve health outcomes, while mitigating the accelerating cost of care. However, unlike other areas of spending, what employers get in return for their health care benefits spend is often hard to define or control. In this session, learn how one of the largest U.S. employers is using a data-driven approach to maximize their benefits investment and improve their employees’ overall health care experience.