Optimizing the Value of Customer Experience

  • November 07, 2019
  • 2:00 PM – 3:00 PM ET
  • Online

Health insurance providers understand how important it is to engage their members in meeting goals, such as closing HEDIS Gaps, completing a health risk assessment, downloading a mobile app, and many others. Optimizing these goals is essential to helping members improve their overall health and reduce costs. Unfortunately, many goal-driven customer interactions are not built with the customer in mind. Members are often inundated with multiple messages from various departments within their health plan that nudge the member to complete various goals — creating an overwhelming and poor customer experience.

In this webinar, attendees will learn how leveraging consumer experience technology will allow health insurance providers to:

  • Manage consumer goals across departments
  • Calculate and measure consumer experience ROI
  • Optimize next best action recommendations


Mark Poling
Chief Product Officer

Mark has worked in the healthcare software industry nearly his entire 25-year career, initially developing an analog-based telemedicine platform and later cofounding Connecture (CNXR), the first national health insurance marketplace to include quality metrics at point of purchase. He went on to start Colibrium, the first to bring integrated shopping, CRM and wellness capabilities health plan industry. Mark lead both the Connecture and Colibrium Tuo platform from inception to Gartner’s Magic Quadrant.

Kyle Connors
VP of Customer Experience Products

Kyle is the VP of Customer Experience Products at Zipari, where he leads product and engineering teams in designing, architecting, and building Zipari’s core CX Engine technology. Kyle started his career in product development, on a $100M/year portfolio analysis application in the financial sector. He’s since gone from writing code to leading cross-functional teams and guiding clients in delivering complex web, mobile, and API applications for large enterprises and startups.

Greg Dobson
Sr. Director of Sales Operations

Greg leads Sales Operations for Zipari, working on a daily basis with Health Plans across the country. Greg is focused on making health insurance easier for consumers to understand, purchase and maintain. He’s worked in the health insurance industry for the last 5 years, and prior worked at consumer-focused companies like Google

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