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A Better Way for Member CX

  • February 19, 2019
  • 2:00 PM – 3:00 PM ET
  • Online
about

It’s 2019 and Consumer Experience continues to be a priority for health insurance providers. However, the current approach to CX results in members being inundated with messages from different departments, each having their own goals of differing value. This fragmented experience sends conflicting messages to members, makes it impossible to gain a true understanding of member interactions and lacks the metrics needed to properly measure CX.

What attendees will learn:

  • Why the current approach to improving customer experience is inefficient and results in conflicting messages to members and the inability to truly understand members and measure CX.
  • How a CX framework based on member interactions and organizational goals can allow payers to provide a more personalized member experience to drive loyalty and revenue growth.
  • How leveraging next-generation consumer experience technology, machine learning, and chatbots allows health insurance providers to capture all consumer experience data and efficiently mine that data in order to truly understand customer service interactions to provide a stellar consumer experience.

Speaker


Mark Nathan
CEO and Founder
Zipari

Mark Nathan is the founder and CEO of Zipari, Inc. and has been featured in Forbes, The New York Times, The Wall Street Journal, TechRepublic, Crains, and other well-known health, business, and technology publications. Mark began his 25+ year career as a robotics engineer at NASA and spent half of his career leading the modernization of customer experience at Guardian, one of the largest insurance companies in the nation. The other half of Mark’s career has been dedicated to developing enterprise-level, consumer-oriented technology for large consumer brands, like Apple, Disney, and ABCNews.com.

Zipari currently serves over 10 million members. Its core product, the CX Engine, uses predictive analytics and consumer interactions to deliver next best action recommendations that guide health plan members through comprehensive health insurance workflows – simply and intuitively. Zipari’s platform also allows carriers to capture a true 360-degree view of healthcare consumer behaviors and actions in real-time throughout the entire customer lifecycle – from enrollment through daily member maintenance. Mark is committed to making health insurance and access to care easier for consumers and to empowering health insurers to build personalized and trusted engagements with their members.