Learn: Using the current demographic data from enrollment, member provided data through member completed surveys and health risk assessments, call center interactions, claims information and wearable device integrations.
Listen: Using analytics and AI to capture, measure, analyze and evaluate the quality of outcomes of each customers experience throughout all interactions including social media, website and mobile device interactions.
Engage: How to integrate a dynamic CMS tool, integrate virtual agents and interactive guides to enable even smarter customer service and a personalized customer experience.
Who should attend: Health plans interested in moving beyond a transactional relationship with their members to create one-on-one emotional connections.
Denise Dowling, Senior Director, Salesforce Consulting, NTT DATA Services
Denise brings over (22) years of Sales and Delivery Executive experience managing sales, pre-sales, operations, training, business consulting, and delivery for various companies and verticals, including: Pharmaceutical, Healthcare, Banking and Insurance, Healthcare, and Financial Services (Mortgage, Wealth Management, Loan Servicing, and Real Estate).
Liz Peters, Customer Relationship Management Practice Lead, Health Plans, NTT DATA
Elizabeth Peters joined NTT DATA in 2012. She has spent 20+ years in the employee benefits industry. Her focus has been primarily with group insurance carriers in sales and client management roles, working with consultants and their clients. Liz’s experience also includes sales and consulting for benefits administration services, including benefit enrollment services, reimbursement account administration and continuation of benefits services. Liz has earned certification as both a Registered Health Underwriter and Certified Employee Benefit Specialist.
Matt Gale, Director of CRM, Healthcare & Financial Services, NTT DATA
Matt has deep health care strategy and software delivery experience, especially in building successful customer strategies and operations optimization. His experience includes Health Care strategy, Consumerism, and technology strategy. He also has deep health care compliance experience.
As the Director of CRM Healthcare & Lifesciences , whose charter is to NTT DATA’s clients are leveraging leading-edge partnerships and solutions for health insurers, Matt’s focus is enabling NTT DATA’s clients to be ready for the next generation of health care delivery and financing – in the fastest time to value possible.
Prior to the acquisition of Dell Services by NTT DATA, Matt worked in a variety of consultative capacities across the health industry. Notably, he developed a leading consumer-centric experience that enabled clients to map the best practices in the retail industry to health care.
Raised in a small Ohio town, Matt now lives in suburban Phoenix with his family and too many animals. Matt is an Army veteran and served two tours.