Net Lives Enriched: Improving the Payer Experience

The pandemic accelerated the need for healthcare payers to prioritize the member experience. Consumers are making decisions based on everyday interactions with their insurers, forcing the industry to take a data-driven approach to engaging members in real-time, creating deeper partnerships, and driving better long-term outcomes.

Watch Steven Carleton, Vice President Customer Experience, Premera Blue Cross, Toni Land, Solutions Principal & Head of Healthcare Experience, Medallia and Fred Reichheld, Bain Fellow & creator of NPS System as they talk about disruption for good in the payer industry, including:

• Listening to the voices of the people you serve, transforming from a culture from knowing to a culture of asking
• How everyday experiences with favorite brands translates to the payer industry
• The future of feedback – evolving beyond surveys
• Engaging members at key moments during the journey for a better member experience