Health Innovation Roundtable

Digital CX has been a critical consumer expectation, even before the COVID-19 pandemic. As the entire healthcare industry has had to adapt to a predominantly digital landscape, there has been a 3X increase in organizations reporting 80% or more of customer interactions as digital. It’s clear that convenient, personalized digital interactions between payers and consumers are more important than ever.

Zipari has conducted surveys of payers and members to collect feedback about consumer experience and digital CX offerings. AHIP and Zipari will be convening an exclusive group of health plan leaders to present the results of this market research for discussion, focusing on the unique opportunities and challenges for payers, as well as any significant trends observed between respondent types. Discussion topics will include:

• Members’ current perceptions of the quality of their health insurance CX
• What members’ find most critical to being able to effectively navigate their health benefits
• What members’ find most frustrating given the current state of health insurance CX
• Where payer and member respondents differ or align on digital CX issues

*Note: This event is invite-only.