SlideShare uma empresa Scribd logo
1 de 23
Everything All At Once, or How to 
Prioritize Your Experience Design Work 
AHIP 2014 Consumer Series 
Webinar Program 
October 2014
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
Our Speakers 
Ingrid 
Lindberg 
CX 
Officer, 
Prime 
Therapeu2cs 
Jeanne 
Bliss 
President, 
CustomerBLISS
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.
This where we look to gain 
insights from our conversation 
today.
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
How to Prioritize Your Experience Design Work 
THE MYTHS
I want to start by asking what 
defines CX at a company?
What myths should people 
avoid regarding implementing 
CX?
How to Prioritize Your Experience Design Work 
THE ABSOLUTES
What are the critical elements 
of CX that every enterprise 
should have in place at a 
minimum?
How to Prioritize Your Experience Design Work 
THE TOOLS
Of all of the tools of the trade 
that people can master to 
implement CX for healthcare – 
which ones are most 
important?
How to Prioritize Your Experience Design Work 
THE PRIORITIES
Imagine you are CXO at a 
healthcare company – what are 
your top 3 priorities in year 1?
How to Prioritize Your Experience Design Work 
THE RESULTS
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?
How to Prioritize Your Experience Design Work 
THE RESOURCES
What are your favorite CX 
resources, sites, etc. that you 
can recommend to our 
audience?
Final Thoughts

Mais conteúdo relacionado

Semelhante a How to Prioritize Your Experience Design Work

New Hire Training Manual
New Hire Training ManualNew Hire Training Manual
New Hire Training Manual
Brett Chase
 
Innovation Strategy Brief
Innovation Strategy BriefInnovation Strategy Brief
Innovation Strategy Brief
Jo Banks, MS
 

Semelhante a How to Prioritize Your Experience Design Work (20)

7 pragmatic initiatives to improve your CX in 2017
7 pragmatic initiatives to improve your CX in  20177 pragmatic initiatives to improve your CX in  2017
7 pragmatic initiatives to improve your CX in 2017
 
Outsourced Customer Care for Healthcare Innovators
Outsourced Customer Care for Healthcare InnovatorsOutsourced Customer Care for Healthcare Innovators
Outsourced Customer Care for Healthcare Innovators
 
7 pragmatic initiatives to improve your CX in 2017
7 pragmatic initiatives to improve your CX in  2017 7 pragmatic initiatives to improve your CX in  2017
7 pragmatic initiatives to improve your CX in 2017
 
Cordialism: Africa HR Summit
Cordialism: Africa HR SummitCordialism: Africa HR Summit
Cordialism: Africa HR Summit
 
The Insiders Guide to Employer Branding - 27 Best Practice Insights
The Insiders Guide to Employer Branding - 27 Best Practice InsightsThe Insiders Guide to Employer Branding - 27 Best Practice Insights
The Insiders Guide to Employer Branding - 27 Best Practice Insights
 
Inside The Minds Creativity And Questioning Solving Hr…
Inside The Minds  Creativity And Questioning    Solving Hr…Inside The Minds  Creativity And Questioning    Solving Hr…
Inside The Minds Creativity And Questioning Solving Hr…
 
2013 10 building ac os through user-centered design
2013 10 building ac os through user-centered design2013 10 building ac os through user-centered design
2013 10 building ac os through user-centered design
 
Aligning employee well-being with your culture
Aligning employee well-being with your cultureAligning employee well-being with your culture
Aligning employee well-being with your culture
 
Bluprints presentation
Bluprints presentationBluprints presentation
Bluprints presentation
 
Transforming your organisation
Transforming your organisationTransforming your organisation
Transforming your organisation
 
Your red hot action plan for soul preneurs by tarran deane, corporate cindere...
Your red hot action plan for soul preneurs by tarran deane, corporate cindere...Your red hot action plan for soul preneurs by tarran deane, corporate cindere...
Your red hot action plan for soul preneurs by tarran deane, corporate cindere...
 
New Hire Training Manual
New Hire Training ManualNew Hire Training Manual
New Hire Training Manual
 
Innovation Strategy Brief
Innovation Strategy BriefInnovation Strategy Brief
Innovation Strategy Brief
 
Hyperloop introduction (short)
Hyperloop introduction (short)Hyperloop introduction (short)
Hyperloop introduction (short)
 
Masterclass Interactive PR & Corporate Reputation Management
Masterclass Interactive PR & Corporate Reputation ManagementMasterclass Interactive PR & Corporate Reputation Management
Masterclass Interactive PR & Corporate Reputation Management
 
Participant's Workbook for Creating Aspirations
Participant's Workbook for Creating AspirationsParticipant's Workbook for Creating Aspirations
Participant's Workbook for Creating Aspirations
 
Aligning Your Brand Promise with Your Internal Audiences to Improve Employee ...
Aligning Your Brand Promise with Your Internal Audiences to Improve Employee ...Aligning Your Brand Promise with Your Internal Audiences to Improve Employee ...
Aligning Your Brand Promise with Your Internal Audiences to Improve Employee ...
 
Customer Experience Journey - PHRONESIS
Customer Experience Journey - PHRONESISCustomer Experience Journey - PHRONESIS
Customer Experience Journey - PHRONESIS
 
6 Ways to change human resources in the millennial age
6 Ways to change human resources in the millennial age6 Ways to change human resources in the millennial age
6 Ways to change human resources in the millennial age
 
6 Ways to change human resources in the millennial age
6 Ways to change human resources in the millennial age6 Ways to change human resources in the millennial age
6 Ways to change human resources in the millennial age
 

Mais de imagine.GO

2015-03 HxRefactored Building Healthcare Businesses
2015-03 HxRefactored Building Healthcare Businesses2015-03 HxRefactored Building Healthcare Businesses
2015-03 HxRefactored Building Healthcare Businesses
imagine.GO
 

Mais de imagine.GO (15)

2015-03 HxRefactored Building Healthcare Businesses
2015-03 HxRefactored Building Healthcare Businesses2015-03 HxRefactored Building Healthcare Businesses
2015-03 HxRefactored Building Healthcare Businesses
 
Easy Ways to Segment Your Customers and Create Actions
Easy Ways to Segment Your Customers and Create ActionsEasy Ways to Segment Your Customers and Create Actions
Easy Ways to Segment Your Customers and Create Actions
 
2014-11 Building a Culture of Innovation Focused on the Customer
2014-11 Building a Culture of Innovation Focused on the Customer2014-11 Building a Culture of Innovation Focused on the Customer
2014-11 Building a Culture of Innovation Focused on the Customer
 
2013 10 utilizing member engagement to improve cahps scores
2013 10 utilizing member engagement to improve cahps scores2013 10 utilizing member engagement to improve cahps scores
2013 10 utilizing member engagement to improve cahps scores
 
2013-07 Creating an Intentional Customer Experience through User-Centered Design
2013-07 Creating an Intentional Customer Experience through User-Centered Design2013-07 Creating an Intentional Customer Experience through User-Centered Design
2013-07 Creating an Intentional Customer Experience through User-Centered Design
 
2013-06 Do Your Channels Work Together
2013-06 Do Your Channels Work Together2013-06 Do Your Channels Work Together
2013-06 Do Your Channels Work Together
 
2013-03 Workshop on Assessing the Current Landscape of Retail Health
2013-03 Workshop on Assessing the Current Landscape of Retail Health2013-03 Workshop on Assessing the Current Landscape of Retail Health
2013-03 Workshop on Assessing the Current Landscape of Retail Health
 
2013-03 Creating a Culture of Innovation for Health Plans
2013-03 Creating a Culture of Innovation for Health Plans2013-03 Creating a Culture of Innovation for Health Plans
2013-03 Creating a Culture of Innovation for Health Plans
 
2013-01 Building a Framework for Sustainable ACO Enablement
2013-01 Building a Framework for Sustainable ACO Enablement2013-01 Building a Framework for Sustainable ACO Enablement
2013-01 Building a Framework for Sustainable ACO Enablement
 
2013-01 Retail Healthcare and Its Implications for the Future of Health Insur...
2013-01 Retail Healthcare and Its Implications for the Future of Health Insur...2013-01 Retail Healthcare and Its Implications for the Future of Health Insur...
2013-01 Retail Healthcare and Its Implications for the Future of Health Insur...
 
2011-11 Innovating Business Models for New Opportunity
2011-11 Innovating Business Models for New Opportunity2011-11 Innovating Business Models for New Opportunity
2011-11 Innovating Business Models for New Opportunity
 
2012-12 Maximizing Member Engagement through Technology
2012-12 Maximizing Member Engagement through Technology2012-12 Maximizing Member Engagement through Technology
2012-12 Maximizing Member Engagement through Technology
 
2012-04 Designing a Company with Process Orientation in its DNA
2012-04 Designing a Company with Process Orientation in its DNA2012-04 Designing a Company with Process Orientation in its DNA
2012-04 Designing a Company with Process Orientation in its DNA
 
2012-12 Member Engagement A Journey to Consumerism for Medicare Health Plans
2012-12 Member Engagement A Journey to Consumerism for Medicare Health Plans2012-12 Member Engagement A Journey to Consumerism for Medicare Health Plans
2012-12 Member Engagement A Journey to Consumerism for Medicare Health Plans
 
2012-11 Utilizing Technology to Thrive in a Consumer Driven Retail Market
2012-11 Utilizing Technology to Thrive in a Consumer Driven Retail Market2012-11 Utilizing Technology to Thrive in a Consumer Driven Retail Market
2012-11 Utilizing Technology to Thrive in a Consumer Driven Retail Market
 

Último

Best Lahore Escorts 😮‍💨03250114445 || VIP escorts in Lahore
Best Lahore Escorts 😮‍💨03250114445 || VIP escorts in LahoreBest Lahore Escorts 😮‍💨03250114445 || VIP escorts in Lahore
Best Lahore Escorts 😮‍💨03250114445 || VIP escorts in Lahore
Deny Daniel
 
Call Girl in Bangalore 9632137771 {LowPrice} ❤️ (Navya) Bangalore Call Girls ...
Call Girl in Bangalore 9632137771 {LowPrice} ❤️ (Navya) Bangalore Call Girls ...Call Girl in Bangalore 9632137771 {LowPrice} ❤️ (Navya) Bangalore Call Girls ...
Call Girl in Bangalore 9632137771 {LowPrice} ❤️ (Navya) Bangalore Call Girls ...
mahaiklolahd
 
nagpur Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meet
nagpur Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meetnagpur Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meet
nagpur Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meet
Call Girls Service
 
VIP Call Girls Noida Jhanvi 9711199171 Best VIP Call Girls Near Me
VIP Call Girls Noida Jhanvi 9711199171 Best VIP Call Girls Near MeVIP Call Girls Noida Jhanvi 9711199171 Best VIP Call Girls Near Me
VIP Call Girls Noida Jhanvi 9711199171 Best VIP Call Girls Near Me
mriyagarg453
 
Tirupati Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meet
Tirupati Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real MeetTirupati Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meet
Tirupati Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meet
Call Girls Service
 
Mangalore Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meet
Mangalore Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real MeetMangalore Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meet
Mangalore Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meet
Call Girls Service
 
Jalna Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meet
Jalna Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real MeetJalna Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meet
Jalna Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meet
Call Girls Service
 
ooty Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meet
ooty Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meetooty Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meet
ooty Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meet
Call Girls Service
 
Mathura Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meet
Mathura Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real MeetMathura Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meet
Mathura Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meet
Call Girls Service
 
Ozhukarai Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meet
Ozhukarai Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real MeetOzhukarai Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meet
Ozhukarai Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meet
Call Girls Service
 
Call Girls in Udaipur Girija Udaipur Call Girl ✔ VQRWTO ❤️ 100% offer with...
Call Girls in Udaipur  Girija  Udaipur Call Girl  ✔ VQRWTO ❤️ 100% offer with...Call Girls in Udaipur  Girija  Udaipur Call Girl  ✔ VQRWTO ❤️ 100% offer with...
Call Girls in Udaipur Girija Udaipur Call Girl ✔ VQRWTO ❤️ 100% offer with...
mahaiklolahd
 
Ernakulam Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meet
Ernakulam Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real MeetErnakulam Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meet
Ernakulam Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meet
Call Girls Chandigarh
 
dhanbad Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meet
dhanbad Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meetdhanbad Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meet
dhanbad Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meet
Call Girls Service
 
dehradun Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meet
dehradun Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meetdehradun Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meet
dehradun Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meet
Call Girls Service
 
Bareilly Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meet
Bareilly Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real MeetBareilly Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meet
Bareilly Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meet
Call Girls Service
 

Último (20)

Best Lahore Escorts 😮‍💨03250114445 || VIP escorts in Lahore
Best Lahore Escorts 😮‍💨03250114445 || VIP escorts in LahoreBest Lahore Escorts 😮‍💨03250114445 || VIP escorts in Lahore
Best Lahore Escorts 😮‍💨03250114445 || VIP escorts in Lahore
 
Call Girl in Bangalore 9632137771 {LowPrice} ❤️ (Navya) Bangalore Call Girls ...
Call Girl in Bangalore 9632137771 {LowPrice} ❤️ (Navya) Bangalore Call Girls ...Call Girl in Bangalore 9632137771 {LowPrice} ❤️ (Navya) Bangalore Call Girls ...
Call Girl in Bangalore 9632137771 {LowPrice} ❤️ (Navya) Bangalore Call Girls ...
 
nagpur Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meet
nagpur Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meetnagpur Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meet
nagpur Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meet
 
VIP Call Girls Noida Jhanvi 9711199171 Best VIP Call Girls Near Me
VIP Call Girls Noida Jhanvi 9711199171 Best VIP Call Girls Near MeVIP Call Girls Noida Jhanvi 9711199171 Best VIP Call Girls Near Me
VIP Call Girls Noida Jhanvi 9711199171 Best VIP Call Girls Near Me
 
Tirupati Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meet
Tirupati Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real MeetTirupati Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meet
Tirupati Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meet
 
Independent Call Girls Hyderabad 💋 9352988975 💋 Genuine WhatsApp Number for R...
Independent Call Girls Hyderabad 💋 9352988975 💋 Genuine WhatsApp Number for R...Independent Call Girls Hyderabad 💋 9352988975 💋 Genuine WhatsApp Number for R...
Independent Call Girls Hyderabad 💋 9352988975 💋 Genuine WhatsApp Number for R...
 
❤️Call girls in Jalandhar ☎️9876848877☎️ Call Girl service in Jalandhar☎️ Jal...
❤️Call girls in Jalandhar ☎️9876848877☎️ Call Girl service in Jalandhar☎️ Jal...❤️Call girls in Jalandhar ☎️9876848877☎️ Call Girl service in Jalandhar☎️ Jal...
❤️Call girls in Jalandhar ☎️9876848877☎️ Call Girl service in Jalandhar☎️ Jal...
 
Mangalore Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meet
Mangalore Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real MeetMangalore Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meet
Mangalore Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meet
 
Jalna Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meet
Jalna Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real MeetJalna Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meet
Jalna Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meet
 
Russian Call Girls Kota * 8250192130 Service starts from just ₹9999 ✅
Russian Call Girls Kota * 8250192130 Service starts from just ₹9999 ✅Russian Call Girls Kota * 8250192130 Service starts from just ₹9999 ✅
Russian Call Girls Kota * 8250192130 Service starts from just ₹9999 ✅
 
ooty Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meet
ooty Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meetooty Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meet
ooty Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meet
 
Mathura Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meet
Mathura Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real MeetMathura Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meet
Mathura Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meet
 
(Deeksha) 💓 9920725232 💓High Profile Call Girls Navi Mumbai You Can Get The S...
(Deeksha) 💓 9920725232 💓High Profile Call Girls Navi Mumbai You Can Get The S...(Deeksha) 💓 9920725232 💓High Profile Call Girls Navi Mumbai You Can Get The S...
(Deeksha) 💓 9920725232 💓High Profile Call Girls Navi Mumbai You Can Get The S...
 
Call Girls Patiala Just Call 8250077686 Top Class Call Girl Service Available
Call Girls Patiala Just Call 8250077686 Top Class Call Girl Service AvailableCall Girls Patiala Just Call 8250077686 Top Class Call Girl Service Available
Call Girls Patiala Just Call 8250077686 Top Class Call Girl Service Available
 
Ozhukarai Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meet
Ozhukarai Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real MeetOzhukarai Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meet
Ozhukarai Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meet
 
Call Girls in Udaipur Girija Udaipur Call Girl ✔ VQRWTO ❤️ 100% offer with...
Call Girls in Udaipur  Girija  Udaipur Call Girl  ✔ VQRWTO ❤️ 100% offer with...Call Girls in Udaipur  Girija  Udaipur Call Girl  ✔ VQRWTO ❤️ 100% offer with...
Call Girls in Udaipur Girija Udaipur Call Girl ✔ VQRWTO ❤️ 100% offer with...
 
Ernakulam Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meet
Ernakulam Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real MeetErnakulam Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meet
Ernakulam Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meet
 
dhanbad Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meet
dhanbad Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meetdhanbad Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meet
dhanbad Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meet
 
dehradun Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meet
dehradun Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meetdehradun Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meet
dehradun Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meet
 
Bareilly Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meet
Bareilly Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real MeetBareilly Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meet
Bareilly Call Girls 👙 6297143586 👙 Genuine WhatsApp Number for Real Meet
 

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
  • 4. Under reform, healthcare companies have to move quickly in becoming consumer focused companies.
  • 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
  • 9. How to Prioritize Your Experience Design Work THE MYTHS
  • 10. I want to start by asking what defines CX at a company?
  • 11. What myths should people avoid regarding implementing CX?
  • 12. How to Prioritize Your Experience Design Work THE ABSOLUTES
  • 13. What are the critical elements of CX that every enterprise should have in place at a minimum?
  • 14. How to Prioritize Your Experience Design Work THE TOOLS
  • 15. Of all of the tools of the trade that people can master to implement CX for healthcare – which ones are most important?
  • 16.
  • 17. How to Prioritize Your Experience Design Work THE PRIORITIES
  • 18. Imagine you are CXO at a healthcare company – what are your top 3 priorities in year 1?
  • 19. How to Prioritize Your Experience Design Work THE RESULTS
  • 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?
  • 21. How to Prioritize Your Experience Design Work THE RESOURCES
  • 22. What are your favorite CX resources, sites, etc. that you can recommend to our audience?

Notas do Editor

  1. 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.