Engaging the Empowered Customer Starts with Healthcare Payer Insights

  • December 01, 2016
  • 1:00 PM – 2:00 PM ET

Industries like retail and travel have embraced big data to understand their customers. Healthcare organizations instead architected data warehouses that never look at the rich, unstructured data that makes those other industries successful in winning, serving and retaining customers.

The result? Today, most healthcare organizations make critical decisions about patients with a fraction of the information available to them, because accessing insight is hard to impossible. As organizations embrace technologies that actually drive meaningful insights to the foreground in patient care, and become true data masters, they will better understand their patients (and customers and how to serve them). They will meet their device-hopping, empowered customers’s needs when and where they want it in digitally enabled systems of engagement. Patients, families, purchasers of insurance, or even employees expect to be able to connect with their healthcare organizations through digital.

What attendees will learn:  

  • What CRM, Health Clouds and Cognitive have in common
  • How to pair BT innovation to your digital roadmap to speed consumer engagement

Who should attend:  Healthcare payer marketing professionals, customer experience professionals, technology professionals, and anyone interested in building effective customer communications.


girl-photoKate McCarthy, Senior Analyst serving CIOs with Forrester Research
Kate serves CIOs. She is an expert on healthcare operations, healthcare reform, healthcare IT (HIT) adoption, and HIT competitive intelligence, providing analysis of trends from strategic direction to operational functions. At Forrester, she focuses on how healthcare organizations are leveraging technology to optimize organizational performance and engage patients in new, innovative ways in the age of the customer. Her research addresses the security, system rationalization, and tools necessary to turn big data into actionable insights.


boy-photoAndy Hellard, Product Marketing Manager with GMC Software
As GMC Software’s Product Marketing Manager for insurance, Andrew is responsible for evolving GMC’s product suite to meet the needs of today’s insurance market. He has fifteen years of experience in insurance, marketing and technology, and has led multiple projects in the Customer Communications Management and Customer Experience fields. He earned his undergraduate degree at Miami University, and his Master’s in Business Administration at the Ohio State University.