Building Engagement Through Personalized
Member Journeys

  • October 13, 2020
  • 2:00 PM – 3:00 PM ET
  • Online

The Department of Health and Human Services has stated that approximately 5% of individuals account for 50% of health costs. It’s important more now than ever to create comprehensive member journeys that start at acquisition and navigate well through care management lifecycles. Quality strategies must drive close coordination across teams as well as personalized member communications designed to promote engagement, education and action.

Disconnected and disjointed communication is often cited as one of the biggest inhibitors to the effectiveness of chronic condition management. Building deep engagement requires a combination of strong data integration, personalized approaches and a consistent and structured communication program that meets members’ individual needs and preferences.

Join us as we take a look at the member journey from end-to-end and uncover ways you can hyper-personalize your communications.

Attendees will learn about:

  • Trends and key initiatives in patient engagement
  • Building a personalized and integrated approach to member engagement strategies
  • Transforming critical engagement points by reducing the member burden of legacy technology experiences
  • Creating a personalized 360° member lifecycle
  • Empowering care teams to connect with members through compliant and personalized omni-channel communications
  • Options for measured and agile deployment


Neal Keene
Field CTO
Smart Communications

Neal is the Field CTO at Smart Communications, the only provider of a customer conversations management platform. Neal has more than 25 years of experience helping businesses – especially those in insurance and financial services – to modernize their customer communication and business process tools to take advantage of digital innovation. Having worked with a range of clients, from small businesses to large enterprises, Neal has deep experience in strategic product planning, business development, industry solutions and analyst relations. Prior to joining Smart Communications, Neal held executive positions at Intelledox, Thunderhead Inc., and EMC Document Sciences.

Luke Felkey
Head of Solutions & Ecosystem, HLS

Luke is currently leading the health and life sciences solutions and partnership activities at Salesforce. His career has focused on transforming healthcare by reducing cost, integrating innovation, and emphasizing healthy behavior.

As a strategic advisor, Luke partners with healthcare professionals, leaders, and front line staff in complex healthcare environments, and his expertise includes customer relationship management, digital transformation, value-based care, clinical integration, analytics, electronic health records, care management systems, health information exchange and data governance.

Luke is passionate about improving our health and serves on the board of directors of multiple health-focused not for profit organizations.