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Don't miss bestselling author and an authority on
customer service,
Robert Spector, in his keynote session, The Nordstrom Way to
Customer Excellence, at AHIP's Consumer Experience Forum Two, July 18-19, in
Philadelphia, PA.
Mr. Spector has been helping companies create their
customer service experiences for over 20 years. He'll help you
and your organization learn what works at Nordstrom and why, and
how to apply it to your health plan. He'll focus on strategic
questions about your organization, including:
- How do you enhance your customer
experience in a meaningful way?
- How do you support or increase customer
loyalty?
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Receive a Free Autographed Book
All conference attendees with receive a
complimentary, autographed copy of Robert Spector's book, The Nordstrom Way:
The Inside Story of America's Number One Customer Service
Company.
And, Receive Free Access to AHIP's Consumer
Experience Virtual Forum
(See below)
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There's More
In addition to learning about "The Nordstrom Way,"
you'll learn from other leading organizations that are focused
on consumer-centered design and service.
Additional Speakers Include:
- Jon Wolske, Culture
Evangelist, Zappos Insights
Is Your Existing
Infrastructure Ready for Your Customers?
- Pamela Hall, Co-Founder and
Chief Operating Officer (COO), United Preference
Using Reward Models to Drive Customer
Actions
- Bruce Haynes, Managing
Partner & Founder, Purple Strategies
Getting Back to the Basics
- Creating a Usable Website
- Fred Karutz, Senior Vice
President, Business Development, ConnectedHealth
Is Your Experience
Consistent Across Your Channels?
- Howard Lapsley, Partner,
Health & Life Sciences, The Oliver Wyman Group
Managing the End-to-End
Consumer Experience
- Brian Melanson, Senior Vice
President, Channel Model Optimization, Digital Insurance
Partnering with
Traditional Retail Channels to Expand Your Brand
- Marcus Osborne, Vice
President, Health & Wellness Payer Relations, Wal-Mart Stores,
Inc.
Partnering with
Traditional Retail Channels to Expand your Brand
- Lindsay Resnick, Chief
Marketing Officer, Health Services. KBM Group
Influencing Customer
Behavior through Big Data and Engagement Marketing
- Kevin Riley, Founder Health
Model Innovation, former Chief Innovation Officer at Florida
Blue, Founder and former President & CEO at GuideWell, Inc.
Implementing the Tenants
of User-Centered Design
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Leslie
Pecci, Executive Vice President,
Consumer Solutions, Connextions
Is Your Existing
Infrastructure Ready for Your Customers?
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Peter Rodes, Vice President, Strategy,
Health Services, KBM Group
Influencing Customer
Behavior through Big Data and Engagement Marketing
- Eric Steager, Director,
Corporate and Business Development, Independence Blue Cross
Using Reward Models to
Drive Customer Actions
- Stuart Slutzky, Chief, Product
Innovation, HumanaVitality
Using Reward Models to
Drive Customer Actions
Pre-Conference Workshop
To kick off the event, join us for a pre-conference
workshop:
Implementing the Tenants of User-centered Design*
presented by
Kevin Riley, founder, Business Model Innovation
for Healthcare (modelH).
This workshop will offer in-depth training on the
tenets of user-centered design theory. You'll receive a
practical guide to developing a common design language in your
organization and help putting it into practice so your consumer
experience improves dramatically.
* Additional registration is required
Register Now! Early Registration Ends June 21
Don't miss these exclusive opportunities. Register
for both events by clicking here today and take advantage of the
early registration discount on Consumer Experience Forum Two.
Participate in AHIP's Consumer Experience Virtual
Forum - FREE!
Save the dates! When you attend AHIP's Consumer Experience Forum Part Two, you
can participate in our Consumer Experience Virtual Forum, August
6-7, 2013, 12:00 pm - 4:00 pm ET, both days, at no charge!
Details will be available shortly.
Additional Educational Opportunities
Webinar: Who is Your Customer's Champion? Creating the
Role and Office of the Chief Experience Officer,
June 19, 2013, 4:00 - 5:00 pm ET.
Webinar: Creating an Intentional
Consumer Experience through User-Centered Design, July 16, 2013, 2:00 - 3:30 pm ET.
Webinar: Creating a Retail Health Infrastructure: Is Your
Infrastructure Ready for Your Customers?,
November 12, 2013, 2:00 - 3:30 pm ET.
Consumer Experience Forum Three:
November 18-20, 2013, held in conjunction with AHIP's Operations and Technology
Forum, Chicago, IL.
AHIP Educational Programs
For more information on AHIP conferences, courses,
and other educational and promotional programs, sign up for
AHIP's mailing list at www.ahip.org/subscribe1.
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