Intelligent Payer: Closing the Consumer Experience Gap and Winning Back Switchers in Challenging Times

  • July 23, 2020
  • 2:00 PM – 3:00 PM ET
  • online

There is a gap between the experience that health insurance payers believe they are delivering and consumers’ perceptions as revealed by Net Promoter Score ratings. It’s more important now than ever before to employ strategies to reduce confusion, refine communications, and restore consumer confidence. By reinventing how they manage and measure end-to-end customer experience, health payers can strengthen one of their most important competitive assets. Research reveals that better service experiences are the key to win back switchers in the group business.

As the health industry looks ahead to an interesting and unforeseen open enrollment period, and anticipates more frequent changes in both the group and individual purchasing marketplace, health payers can reimagine the experience across all touchpoints to help consumers navigate their healthcare journeys. Accenture’s research shows that experience builds consumer trust, which in turn, builds retention and engagement. Payers also have an opportunity to win back switchers. Accenture research shows most consumers in group plans who voluntarily switch are open to coming back. These strategies are more important now than ever before. Join Accenture’s thought leaders to explore the research and how payers can build strategies to close the consumer experience gap and win back switchers.

Attendees will learn:

  • Key findings from a 2019 global, cross-industry survey of more than 1,400 payer Chief Marketing Officers and other senior executives
  • Why “switchers” leave and how payers can win them back
  • The latest post-pandemic thinking/guidance for Chief Marketing Officers


Anoop Bhogal
Senior Manager
Accenture Health

Anoop Bhogal is a Senior Manager in the Health Marketing offering, focused on digital health and consumer experience. He is a trusted advisor in the strategic planning process focused on key value drivers and aligning to the goals of clients. Anoop has more than 23 years of experience and is a passionate advocate for design-led engagement and improved health through digital channels.

Stacy Byers
Vice President of Customer Experience
Highmark Health

Stacy Byers is Vice President of Customer Experience at Highmark Health. She and her team use design thinking, benchmarking, and problem-solving frameworks to help Highmark employees deliver healthcare in a more customer-centric way.

Stacy joined Highmark in January 2001 as a web marketing specialist. Since then she has served as business analyst, project manager, writer, designer, tester, and technical analyst, most recently serving as Vice President of Digital Strategy. Prior to joining Highmark, Stacy was a copy editor for a major health system and a professor of English at Clarion University. Stacy has a BA in English from Clarion University and an MA in Literary and Cultural Theory from Carnegie Mellon University.

Loren McCaghy

Director, Consumer Engagement and Product Insight

Accenture Health 


Loren McCaghy is Director of Consumer Engagement and Product Insight in Accenture’s Health Payer Consulting practice with a focus on assisting healthcare organizations execute their strategic Front Office initiatives. He is also responsible for coordinating Accenture’s payer consumer experience research. Loren has over 33 years of experience working in the healthcare industry across national and regional payers, federal and state marketplaces, health delivery systems and healthcare banking solutions.

Cayla Meinert

Cayla Meinert is a Management Consultant in Accenture’s Health Payer Practice, focused on helping organizations execute Front Office strategy. Cayla has been working for more than 5 years at the intersection of business, technology, and healthcare for large payer and provider clients. She is passionate about using interactive, design-thinking methods to engage clients and help solve complex problems.