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Learning to Love the Health Care Payer Industry

Jul 19, 2023
2:00 pm EDT
Presented by Concentrix
Register Now Registration takes place at a third-party website.

About This Webinar

Does anyone love their health insurer? We surveyed 3,375 consumers to find out. What we uncovered may surprise you.

Health care trailed all other industries when it came to customer experience (CX) satisfaction and word-of-mouth promotion, while customer service was one of the main drivers of customer attrition. Without greater brand loyalty in an increasingly competitive marketplace, the healthcare industry is at risk of brand breakups.

Join health care and loyalty leaders from Concentrix for an engaging webinar where we'll unravel the secrets behind loyalty for health care payers.

Attendees Will Learn About

How forward-thinking leaders have successfully translated and implemented lessons learned from successful loyalty programs, such as:

  • How to elevate customer-centricity to ensure that the needs and preferences of your members are front and center
  • Ways to develop and embed deep insights about your members, enabling targeted and personalized experiences
  • Why engaging members across multiple touchpoints for a cohesive and tailored experience is an essential ingredient to better CX
  • How to embrace human-centered design principles and place the customer at the heart of every decision


Jeff Cram, Moderator

Senior Vice President, Healthcare


Learn more about Jeff Cram, Moderator

Stephanie Cohen

Senior Principal, Integrated Loyalty Solutions


Stephanie has more than 20 years of experience developing and implementing strategies to improve customer loyalty, engagement and CLV. As a health care and loyalty strategist, she has worked with and for health care plans to support profitable member engagement. Previously at Aetna, she led Consumer Initiatives, developing and implementing member-centric strategies to improve health plan…

Learn more about Stephanie Cohen

Jeff Shipley

VP, Strategic Accounts - Healthcare


Jeff is a proven change agent and trusted advisor with experience in all aspects of information technology and executive leadership in healthcare insurance. Vast experience with technology platforms, CX/UX, data analytics, interoperability, vendor relations, cybersecurity, customer service, claims processing, marketing, and an in-depth understanding of emerging technologies. As a former Chief…

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Tom Swanson

Head of Health & Life Sciences Strategy and Marketing

Adobe, Inc.

Tom brings over a decade of experience in the health care and life sciences industry to Adobe, as well as extensive experience in managing digital transformation in a highly regulated marketplace. Tom’s role in Adobe’s DX team includes providing the Adobe point of view in health care and life sciences, providing thought leadership on ways to transform the customer experience in health care, as…

Learn more about Tom Swanson