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The State of Member Experience and Engagement

  • August 10, 2021
  • 1:00 PM – 2:00 PM ET
  • Online
about

From record enrollment numbers, the shift to digital channels, work-from-home adoption, to evolving member needs and expectations, our industry has gone through a dramatic transformation. While the trends can be daunting, we’ll look at them from the lens of opportunities to create easier member experiences and boost meaningful engagement.

Join fellow member-centric leaders in this interactive and engaging conversation on customer experience (CX) strategies that help members get the care they need and feel valued – building long-term loyalty and a healthier bottom line.

Attendees will learn about:

  • A smarter model for seasonal enrollment – ramp-up faster, drive costs down
  • Secure tools and technologies that optimize your workforce (from anywhere)
  • Elevating the member journey through omnichannel orchestration and intent-mapping
  • Proven tactics from relevant case studies

Speakers


Val Farlow
Senior Vice President, Healthcare Global Operations
TTEC

Val Farlow, Senior Vice President of Operations, oversees TTEC’s healthcare line. Val, a 30-year veteran of the contact center industry, and her team are driven by their mission to help reshape the Health and Wellness journey for humanity, one interaction at a time.

“We support families during some of the most challenging stages of life,” she says. “The work we do is personal to me, and it’s personal to every member of my team. We have a responsibility to reach for amazing, break down barriers and deploy innovation because we know those efforts literally saves lives.”


Clay Heinz
Group Vice President of Healthcare
TTEC

Clay is on a mission to enable healthy decisions in America. As a super-hero for today’s healthcare consumer, Clay balances a deep history of global operations with a vision for the future of healthcare. Clay is a public speaker and published author of healthcare/consumer related articles in the marketplace.