Washington, D.C.

Nashville, TN


Achieving Member-Driven Transformation

  • December 11, 2017
  • 1:00 PM – 2:00 PM ET
  • Online

As consumers, we love the companies that make it easy to conduct business and loathe those that do not. Health plan members are no different. To succeed, health plans must deeply understand what their customers are experiencing and use that knowledge to adopt best practices from customer-obsessed industries like retail, travel and hospitality.
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 healthcare 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.

Who should attend: Anyone looking to quantify the customer experience so you can better serve your most important stakeholder.


Andy Arends, Vice President, Health Plan / Payer Solutions,
NTT DATA Services
Andy has significant health care strategy and operations experience, especially in building successful customer strategies, program design, reporting, and operations. His experience includes Health Care strategy, Consumerism, Core Administration / Operations, and Technology. He also has deep health care reform and Medicaid content knowledge, including public policy development.

As the leader of NTT DATA’s Health Plan Solutions team, whose charter is to develop leading-edge solutions for health insurers, Andy’s focus is enabling NTT DATA’s clients to be ready for the next generation of health care delivery and financing. The team’s current focus includes consumerism, analytics, social media, mobility, public and private insurance exchanges, and Accountable Care Organizations. This global, multi-disciplinary team includes experienced consultants, clinicians, regulatory experts, technologists, and delivery SMEs.

Prior to the acquisition of Dell Services by NTT DATA, Andy led Dell’s Health Plan Innovation & Consulting team and Health Insurance Exchange offering, including successful efforts to work with the Massachusetts Connector.

Prior to joining Dell Services, Andy was a member of Deloitte Consulting’s Strategy and Operations practice for health insurance plans, where his projects spanned a wide range of critical issues, including care management, health plan operations, and core administration platforms. He joined Deloitte after working at Kaiser-Permanente, where he led the Colorado region’s Medicaid / SCHIP line of business. Before Kaiser-Permanente, Andy led the operation of disease management programs for multiple state Medicaid programs, including Oregon and Washington.

His past public speaking engagements and webinars include America’s Health Insurance Plans (AHIP), the Managed Care Executive Group (MCEG), the California Association of Health Plans (CAHP), the Association of Community Affiliated Plans (ACAP), and multiple private webinars and workshops focused on healthcare reform strategy. Andy holds an MBA from UCLA-Anderson, an M.Sc. from the University of Edinburgh, and a bachelor’s degree in government from Harvard College. Raised on a farm in central Iowa, Andy now lives in suburban Chicago with his family.


Matthew Leach, Vice President, Business Analysis & Project Management Practice, NTT DATA Services
On his first day as an engineer, someone decided that Matt Leach should write requirements. He soon discovered that project success is not just about technology, but a holistic solution that solves the right problem. Since then, he has helped organizations better understand their business and their customers while delivering solutions that delight both. Currently, Mr. Leach is a Vice President in NTT DATA’s Digital and Applications Services business unit where he leads the Business Analysis and Project Management Practices.


Nick Koulopoulos, Health Plan Transformation & Innovation,
NTT DATA Services
Nick Koulopoulos leads NTT DATA Services’ Health Plan Transformation efforts, where he has more than 25 years of strategic consulting experience with many of the largest health plans in America. Nick came to NTT DATA Services as part of the Dell Services acquisition in 2016, and before that held roles as President of NFP Health for several years, as well as a Director with Perot Systems. Nick was one of the original founders of the Delphi Group, a strategic consulting organization that grew at unprecedented rates and was acquired by Perot Systems to form the Perot Systems Innovation Lab. For the majority of his career, Nick’s focus has been in healthcare, specifically with health plans. He has worked directly with nearly every health plan in New England, as well as many larger plans outside of the Northeast. Nick also has significant experience in the world of healthcare reform, having worked directly with several public and private health insurance exchanges, including Health Source Rhode Island, DC Healthlink, and Massachusetts’ Commonwealth Connector. With his deep background in strategic consulting and his health plan experience, Nick leads NTT DATA Services’ Health Plan Transformation Team.