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Conferences

2023 Consumer Experience & Digital Health Forum

Dates:
Sep 13 - 14, 2023
Location:
Nashville, TN

Join us for a dynamic program focused on the emerging digital health innovations and novel strategies transforming the consumer experience in health care.

Agenda Filters

Sessions

8:00 am – 4:30 pm
, Registration Desk Open

Lobby, Level 1
Registration and Information Desk Open

8:00 am – 6:00 pm
, Bag and Luggage Check

Room: 107 B, Level 1

8:30 am – 9:45 am
, General Session

9:45 am – 2:45 pm
, Exhibit Hall Open

Room: 104, Level 1

9:45 am – 10:30 am
, Break

Room: 104, Level 1
Coffee Break in the Exhibit Hall with Solutions Providers 

9:45 am – 10:30 am
, Book Signing

10:30 am – 12:15 pm
, Concurrent Sessions

  • 10:30 am – 11:15 am

    SERIES 5: CONCURRENT SESSIONS

    • Consumer Experience Redefined

      Employing Behavioral Science to Achieve Equity and Engagement

      Presented by Engagys
      Location
      Room: 101 A, Level 1, Level 1
      Speakers
      Details

      Digital health engagement holds the potential to revolutionize health care access and mitigate health disparities. Utilizing a framework based on behavioral science principles, learn how to coordinate data and employ multi-channel communication to engage communities disproportionately impacted by social determinants of health. Gain insights from case studies and initiatives that leverage data and behavioral science principles to dramatically narrow disparities in reach and response rates.

    • Digital Health Strategies for Connected Care

      Evaluating Digital Health Tools to Improve Experience and Outcomes

      Location
      Room: 101 D, Level 1
      Speakers
      Details

      There has been a proliferation of digital technologies, virtual care offerings and apps and it is unclear which ones work or how they will integrate with an individual’s health care. Join this session to learn how to effectively evaluate the clinical and economic value of digital health technologies to inform purchasing and contracting decisions, as well as how these tools might be integrated with provider platforms and workflows.

    • Data, Analytics & Interoperability

      Optimizing the Digital Experience: Accurate Data to Drive Meaningful Member Engagement

      Presented by Healthsparq
      Location
      Room: 102, Level 1
      Speakers
      Details

      Consumers have high expectations for accessing the right information to find and select care that meets their clinical and personal needs. At the same time, health insurance providers want to drive members to care that matches member needs and offers the best fit for a provider’s expertise. Learn how provider-validated data can create a stand-out digital experience and meet member needs by leveraging foundational, accurate provider data.

    • Health Tech Innovation, Trends & Market Disruption

      ChatGPT in Health Care: Transforming the Consumer Experience

      Location
      Room: 103, Level 1
      Speakers
      Details

      ChatGPT and other generative AI apps have the potential to revolutionize consumer experience. By analyzing large amounts of medical data quickly, these solutions can aid in disease detection, intervention, and education. What are the opportunities and risks of medical information and innovative technology convergence? Join this discussion to gain insights into the applications and implications of this technology, and how it may transform consumer experience.

  • 11:30 am – 12:15 pm

    SERIES 6: CONCURRENT SESSIONS

    • Consumer Experience Redefined

      Holistic Human Experience Lessons Applied to CX in Health Care

      Location
      Room: 101 A, Level 1
      Speakers
      Details

      Many industries outside of health care – including retail and hospitality – have long employed human design principles to ensure a frictionless experience for consumers. In recent years, health care consumers have come to expect the same level of personalization offered by well-known customer-centric brands. Join this session to learn how to apply human experience principles to health care interactions and develop a strategy to leverage digital health to improve engagement.

    • Digital Health Strategies for Connected Care

      Digital Member Engagement Initiatives to Drive Behavior Change

      Presented by Advisory Board
      Location
      Room: 101 D, Level 1
      Speaker
      Details

      As health insurance provider capabilities expand, it is increasingly effective to engage members via digital tools, including portals, apps, and text-based outreach to drive behavior change and manage enrollee health. Given disruption from new entrants, consumer expectations for experience and digitization continue to rise. Explore the digital member engagement landscape and adopt best practices to build, nurture, and manage relationships with members to improve health and wellbeing.

    • Data, Analytics & Interoperability

      Best Practices to Improve Experience in Rural Health Care

      Location
      Room: 102, Level 1
      Speakers
      Details

      Improving access and quality of care delivered to rural communities is an essential component of improving overall population health. Join this discussion to learn from case studies to improve rural care through expanded virtual care access and seamless care transitions between sites of care.

    • Health Tech Innovation, Trends & Market Disruption

      Leave No One Behind: Innovations in Preventative Care Promoting Access & Equity

      Presented by NuvoAir
      Location
      Room: 103, Level 1
      Speakers
      Details

      Innovative technology and virtual specialty care are revolutionizing diagnostic and preventative care for vulnerable populations. Join this session to learn how these advancements can bring game-changing improvements in care experience and outcomes – ensuring no one is left behind. Explore how health insurance providers are leveraging solutions to bridge equity, improve access, and address care coordination challenges to improve outcomes.

12:15 pm – 1:30 pm
, Lunch & Learns

  • 12:15 pm – 1:30 pm

    Lunch will begin at 12:15 pm. Luncheon discussions begin promptly at 12:45 pm.

    • Key Data Sets to Evaluate and Prioritize CX Investments

      Presented by Zipari
      Location
      Room: 101 A, Level 1
      Speaker
      Details

      Over the past decade, health insurance provider executives have been inundated with member engagement data. However, this data is often underutilized or applied arbitrarily when used to justify specific consumer experience (CX) initiatives. Join this session to explore how progressive health insurance executives can identify the most effective data to increase member satisfaction scores and how to harness this data to maximize value for their members.

    • Hold the Line: The Importance of the Voice Channel in Patient Engagement

      Presented by Nuance
      Location
      Room: 101 D, Level 1
      Speakers
      Details

      As part of the digital transformation of health care, some organizations are turning to chatbots and mobile apps to connect with their members and patients. A solid strategy, however, means meeting members and patients — with a range of ages, lifestyles, socioeconomic levels — where they are. Join this session to evaluate a suite of engagement technology offerings and learn how intelligent automation provides a superior experience for use cases throughout their journey.

    • GLP-1 Medications & AI: Revolutionizing Weight Management for Sustained Outcomes

      Presented by Lark
      Location
      Room: 102, Level 1
      Speakers
      Details

      Given widespread attention on new weight management treatments, health insurers and employers seek solutions to assist patients and employees in losing weight and reducing downstream complications that could be scalable. Join this session to learn how to leverage AI to combine clinician-guided medication management, patient behavior change, and remote monitoring to improve outcomes.

    • Path to Proactive, Precise, and Preventive Population Health Management

      Presented by Sanofi
      Location
      Room: 103, Level 1
      Speakers
      Details

      Improving the quality of care delivered requires an emphasis on early detection and prevention to mitigate over- and under-treatment, as well as to reduce readmissions. Join this session to explore progressive screening approaches that integrate early detection, digital health, and AI assistance to improve equity and accessibility. Gain insights into strategies for effective implementation and expansion of upstream health care technologies for preventive population health management.

1:30 pm – 2:45 pm
, Break

Room: 104, Level 1
Dessert Break with Solutions Providers

2:45 pm – 2:45 pm
, Exhibit Hall Closes

2:45 pm – 3:30 pm
, Concurrent Sessions

  • SERIES 7: CONCURRENT SESSIONS

    • Consumer Experience Redefined

      Personalizing and Simplifying the Medicare Member Experience

      Location
      Room: 101 A, Level 1
      Speakers
      Details

      Digital health offers the promise of personalizing a health care consumer’s experience. However, engaging Medicare members and prospects requires a unique UX design to simplify navigation and reduce noise for the Medicare buying journey. Learn how health insurance providers are using digital tools to improve navigation and experience.

    • Digital Health Strategies for Connected Care

      Virtual Care Trends and the Emerging Digital Innovation for Connected Care

      Presented by Summus
      Location
      Room: 101 D, Level 1
      Speakers
      Details

      Advancements in technology have changed the landscape of health care delivery, from remote monitoring to virtual care and most recently—virtual specialty care. Join this session to discuss virtual and digital trends that are disrupting the market and transforming access to medical expertise to support more patients, their families and caregivers, and doctors. Explore how digital innovation is leading the charge to support value-based care models for hospitals, health plans, and clinics.

    • Data, Analytics & Interoperability

      Improving Whole Health Through Data-Driven Population Health Management

      Location
      Room: 103, Level 1
      Speakers
      Details

      The shift to value-based care has heightened the need for effective population health management strategies to address whole-person health. Join this session to explore how one health insurance provider is employing analytic tools that combine social needs with clinical data, stratified by geography and demographics. Learn how integrating public and member data into centralized platforms can make it easier to identify population needs and prioritize interventions where they are most needed.

    • Health Tech Innovation, Trends & Market Disruption

      Don’t Go it Alone: Maximizing Partnerships for Health Insurance Provider Success

      Presented by Accolade, Inc
      Location
      Room: 102, Level 1
      Speakers
      Details

      An integrated care management approach can create connected care experiences that meet people where they are and improve outcomes. Health insurance providers and their partners can ensure that members are directed to the correct care and receive superior patient experiences. Join this session to explore the real-world benefits of creating an integrated approach and learn why employers and employees may soon come to expect it.

3:30 pm – 3:45 pm
, Break

3:45 pm – 5:15 pm
, General Session

5:15 pm – 5:15 pm
, Conference Adjourns