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The marketplace for health plans is moving to a
direct-to-consumer model. Is your organization ready to engage
consumers? Retail experts from Zappos, Google, and more will share
their strategies and insights at AHIP's Consumer Experience Forum Part Two, July 18-19,
2013, in Philadelphia, PA.
Jon Wolske of Zappos Insights to Speak
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Jon Wolske
Culture Evangelist
Zappos Insights
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Jon Wolske, Culture
Evangelist at Zappos Insights, will address what customers
expect from your help desk, what they expect of a retail
website, and how you will need to connect your traditional
telephonic and web channels in a seamless way.
Bill Lan, Head of
Industry, Health, Google and Leslie Pecci, Executive
Vice President, Consumer Solutions, Connextions will join Jon in
this dynamic panel presentation.
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Additional Speakers Include:
 Jamie Bruce,
Principal, Health and Life Sciences, Oliver Wyman
Is Your Experience Consistent Across Your Channels?
Pamela Hall,
Co-Founder and Chief Operating Officer (COO), United Preference
Using Reward Models to Drive Customer Actions
Kevin Hauswirth, Communications Strategist, Purple Strategies
Getting Back to the Basics - Creating a Usable Website
Bruce Haynes, Managing Partner & Founder, Purple Strategies
Getting Back to the Basics - Creating a Usable Website
Jennifer Hickman, Senior Consultant, KBM Group
Influencing Customer Behavior thru Big Data and Engagement
Marketing
Alex Hurd, Senior Director, Product Development &
Innovation, Payer Relations, Health & Wellness, Walmart
Partnering with Traditional Retail Channels to Expand
your Brand
Fred Karutz, Senior
Vice President, Business Development, ConnectedHealth
Is Your Experience Consistent Across Your Channels?
Aaron Kaufman, Chief Technology Officer, Blue Shield of
California
Is Your Experience Consistent Across Your Channels?
Bill Lan, Head of Industry, Health, Google
Is Your Existing Infrastructure Ready for Your
Customers?
Howard Lapsley, Partner, Health & Life Sciences, The Oliver Wyman
Group
Managing the End-to-End Consumer Experience
Ben McAllister, Creative Director, Frog Design
How do you Build Brand Awareness and Remain Relevant?
Brian Melanson, SVP of Strategic Channel Partnerships, Digital
Insurance
Partnering with Traditional Retail Channels to Expand
your Brand
What is your Consumer Distribution Strategy?
Leslie Pecci, Executive Vice President, Consumer Solutions,
Connextions
Is Your Existing Infrastructure Ready for Your
Customers?
Lindsay Resnick, Chief Marketing Officer, Health Services. KBM
Group
Influencing Customer Behavior thru Big Data and Engagement
Marketing
Stuart Slutzky, Chief, Product Innovation, HumanaVitality
Using Reward Models to Drive Customer Actions
Robert Spector, Author,
The Nordstrom Way: The Inside Story of America’s Number One
Customer Service Company
The Nordstrom Way to Customer Excellence
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Receive a Free Autographed
Book
All Consumer Experience Forum Part Two attendees will
receive a complimentary, autographed copy of Robert Spector's
book, The
Nordstrom Way: The Inside Story of America's Number One Customer
Service Company.
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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 July 8!
Don't miss these exclusive opportunities. Register
today by clicking here 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
receive free
registration to our
Consumer Experience Virtual Forum, August 6-7,
2013, 12:00 pm - 4:00 pm ET, both days! Details will be available
shortly.
Additional
Educational Opportunities in the Enhancing the Customer
Experience with Health Plans Series:
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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