How to Create an Engaging Member Experience with an Omni-Channel Platform

WHAT YOU’LL LEARN

Member experience platforms are a powerful and underused hub of healthcare consumer data. What once was just a basic branch of customer service is now a point of great potential if coupled with advanced analytics to empower better customer experiences. Healthcare payers can reduce case resolution time, increase self-service efficiency, and boost sales-to-service conversion rates if they use an effective omni-channel platform. Is your organization properly equipped to realize these benefits?

Hear from industry professionals and gain insights on the following topics:

• How to transform a labor-intensive member experience with a self-service enabled platform that will delight members
• How to drastically reduce case resolution time by enabling scalable customer service processes
• How to improve contact center metrics, such as increased Net Promoter Score, Decreased Average Handling Time, and Increased Agent Productivity
• How to enable these transformations with Salesforce out of the box
• And much more!

SPEAKERS

Venky Ananth
Senior Vice President, Global Head of Healthcare
Infosys

Ritu Agarwal
Vice President, IT
Molina Healthcare

Amy Osmond Cook, PH.D.
Chief Marketing Officer
Simplus

Josh Newman
SVP Healthcare and Life Sciences
Salesforce