Under reform, healthcare companies have to move quickly in becoming consumer-focused companies. They have a lot to do and a long way to go before they can overcome their past and transform “industrial” care into personal health. Many are turning to implementing customer experience (CX) within their companies.
During this session we discussed:
• The Myths of CX
• The Absolutes of CX
• The Tools of CX
• The Results of CX
• The Priorities of CX
• The Resources of CX
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How to Prioritize Your Experience Design Work
1. Everything All At Once, or How to
Prioritize Your Experience Design Work
AHIP 2014 Consumer Series
Webinar Program
October 2014
2. Our Host
Principal at Kevin Riley & Associates | modelH
• Former chief innovation officer of Florida Blue (BCBS of Florida)
• Founder and former president/CEO of GuideWell
• Founder of AssureClick
• Founder of HealthTHREADS
Kevin Riley & Associates formed to help companies
with the convergence of health care and the
consumer. He founded and was CEO of a national
health care retail company, played leadership roles
for several national retail health start-ups, and served
as the first Chief Innovation Officer of a major
insurance plan.
Follow me on @kevineriley, linkedin, slideshare
3. Our Speakers
Ingrid
Lindberg
CX
Officer,
Prime
Therapeu2cs
Jeanne
Bliss
President,
CustomerBLISS
5. They have a lot to do and a
long way to go before they can
overcome their past and
transform “industrial” care into
personal health.
6. Many are turning to
implementing customer
experience (CX) within their
companies.
7. This where we look to gain
insights from our conversation
today.
8. To guide our conversation
today I suggest we look at
enterprise CX along these
lines: the Myths, the Absolutes,
the Tools, the Results, the
Priorities, and the Resources
20. How do we measure CX to
keep it honest and relevant for
healthcare? What are the most
important measures and at
what frequency should we
measure them?
A simple definition of “experience” includes how consumers perceive and interact with channels and customer relationships. According to a recent study by PWC, customer experience in the healthcare space is on a downtrend. Yet, we have seen the proliferation of Customer Experience Officers and teams at many health plans. How can this disconnection be explained?
Is there just too much to be done? Is the right work not being prioritized? Is it too hard to get the CX movement started? Is its momentum now gone?
Plans appear to be having a hard time knowing where to begin and how to find traction. Join us as we explore how to ensure Experience design takes hold at your company and becomes a meaningful part of how you do business? We will interview two of the most recognized customer experience gurus in the market, Jean Bliss and Ingrid Lindberg. Both pioneers in the fields of CX, they will help us understand actionable ways CX practitioners at health plans can prioritize and execute their work.