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Transform Your Organization to Deliver Next-Level Experiences for Your Members

Aug 17, 2022
1:00 pm EDT
Presented by ICF Next
Register Now Registration takes place at a third-party website.

About This Webinar

Given the rapidly changing landscape of healthcare, industry executives are faced with navigating a plethora of challenges—new policy changes, goals for increasing market share with growing numbers of competitors, elevated customer expectations, and remaining efficient with resources—all while meeting business objectives and delivering measurable outcomes for stakeholders.

But exactly where does the customer fit into all of this?

Join ICF Next as our experts explore how to transform your organization’s values, structures, operations, technology, and culture to obsessively focus on meeting the needs of customers. Learn how customer-centered transformation has broad benefits delivering on both business goals and corporate purpose.

Attendees Will Learn About

  • What Customer Experience Transformation (CXT) means for your organization and the CX value levers that can move your business beyond the status quo.
  • Mitigating risks associated with organizational inefficiency and outdated operating models and locking in lasting change across complex organizational structures as a competitive advantage.
  • How to create relevant, intentional end-to-end experiences, powered by data optimization and real-time personalization at scale, that drive increased retention and top-line business benefits.


Leah Sheveland, Moderator

Partner, Business Consulting

ICF Next

Leah is a leader in healthcare with over 15 years of management experience, leading cross-functional teams in the areas of payer operations, Medicare Advantage, retail health expansion, and strategy definition. Leah has specialized in modernizing the delivery of care through strategic initiatives, and disrupting old and outmoded ideas about care, in favor of new forms of innovation in the…

Learn more about Leah Sheveland, Moderator

Anne Catherine Feeney

Partner, Digital Experience

ICF Next

Anne Catherine (AC) is a senior leader with a proven track record of leading high-performing, collaborative agency teams. She is a valued and trusted partner helping clients deliver positive growth and transformation by building brand equity, superior digital experiences, efficient business models, and integrated campaigns. AC is passionate about leading cross-functional teams from strategic…

Learn more about Anne Catherine Feeney

Colin Eagan

Partner, User Experience Strategy

ICF Next

Colin is an award-winning information designer and partner of user experience (UX) strategy. He is a pioneer in personalization content strategy and a leading voice for designing responsibly with user data. Colin has more than a decade of experience implementing digital strategies for Fortune 500 companies, particularly in highly regulated industries such as healthcare, financial services, and…

Learn more about Colin Eagan

Jackie Attwood-Dupont

Partner, Business Consulting

ICF Next

Jackie focuses on organizational design, process optimization, cost analysis, and large-scale transformation. She has experience leading organizational design and change management for teams as they progress through transformation, including mergers and acquisitions, large technology changes, and leadership changes.

Learn more about Jackie Attwood-Dupont

Abbie Ward

Partner, Business Consulting

ICF Next

Abbie is an experienced consultant with a demonstrated history of successfully supporting organizations through large-scale transformation. Skilled in Organization Design and Operations, Strategic Planning, and Change Management.

Learn more about Abbie Ward