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.
Liz Peters, Customer Relationship Management Practice Lead, Health Plans, NTT DATA
Matt Gale, Director of CRM, Healthcare & Financial Services, NTT DATA