Everything All At Once, or How to 
Prioritize Your Experience Design Work 
AHIP 2014 Consumer Series 
Webinar Program 
Oct...
Our Host 
Principal at Kevin Riley & Associates | modelH 
• Former chief innovation officer of Florida Blue (BCBS of Flori...
Our Speakers 
Ingrid 
Lindberg 
CX 
Officer, 
Prime 
Therapeu2cs 
Jeanne 
Bliss 
President, 
CustomerBLISS
Under reform, healthcare 
companies have to move 
quickly in becoming consumer 
focused companies.
They have a lot to do and a 
long way to go before they can 
overcome their past and 
transform “industrial” care into 
pe...
Many are turning to 
implementing customer 
experience (CX) within their 
companies.
This where we look to gain 
insights from our conversation 
today.
To guide our conversation 
today I suggest we look at 
enterprise CX along these 
lines: the Myths, the Absolutes, 
the To...
How to Prioritize Your Experience Design Work 
THE MYTHS
I want to start by asking what 
defines CX at a company?
What myths should people 
avoid regarding implementing 
CX?
How to Prioritize Your Experience Design Work 
THE ABSOLUTES
What are the critical elements 
of CX that every enterprise 
should have in place at a 
minimum?
How to Prioritize Your Experience Design Work 
THE TOOLS
Of all of the tools of the trade 
that people can master to 
implement CX for healthcare – 
which ones are most 
important...
How to Prioritize Your Experience Design Work 
THE PRIORITIES
Imagine you are CXO at a 
healthcare company – what are 
your top 3 priorities in year 1?
How to Prioritize Your Experience Design Work 
THE RESULTS
How do we measure CX to 
keep it honest and relevant for 
healthcare? What are the most 
important measures and at 
what f...
How to Prioritize Your Experience Design Work 
THE RESOURCES
What are your favorite CX 
resources, sites, etc. that you 
can recommend to our 
audience?
Final Thoughts
How to Prioritize Your Experience Design Work
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How to Prioritize Your Experience Design Work

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Under reform, healthcare companies have to move quickly in becoming consumer-focused companies. They have a lot to do and a long way to go before they can overcome their past and transform “industrial” care into personal health. Many are turning to implementing customer experience (CX) within their companies.




During this session we discussed:

• The Myths of CX
• The Absolutes of CX
• The Tools of CX
• The Results of CX
• The Priorities of CX
• The Resources of CX

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  • A simple definition of “experience” includes how consumers perceive and interact with channels and customer relationships. According to a recent study by PWC, customer experience in the healthcare space is on a downtrend. Yet, we have seen the proliferation of Customer Experience Officers and teams at many health plans. How can this disconnection be explained?
    Is there just too much to be done? Is the right work not being prioritized? Is it too hard to get the CX movement started? Is its momentum now gone?
    Plans appear to be having a hard time knowing where to begin and how to find traction. Join us as we explore how to ensure Experience design takes hold at your company and becomes a meaningful part of how you do business? We will interview two of the most recognized customer experience gurus in the market, Jean Bliss and Ingrid Lindberg. Both pioneers in the fields of CX, they will help us understand actionable ways CX practitioners at health plans can prioritize and execute their work.
  • How to Prioritize Your Experience Design Work

    1. 1. Everything All At Once, or How to Prioritize Your Experience Design Work AHIP 2014 Consumer Series Webinar Program October 2014
    2. 2. Our Host Principal at Kevin Riley & Associates | modelH • Former chief innovation officer of Florida Blue (BCBS of Florida) • Founder and former president/CEO of GuideWell • Founder of AssureClick • Founder of HealthTHREADS Kevin Riley & Associates formed to help companies with the convergence of health care and the consumer. He founded and was CEO of a national health care retail company, played leadership roles for several national retail health start-ups, and served as the first Chief Innovation Officer of a major insurance plan. Follow me on @kevineriley, linkedin, slideshare
    3. 3. Our Speakers Ingrid Lindberg CX Officer, Prime Therapeu2cs Jeanne Bliss President, CustomerBLISS
    4. 4. Under reform, healthcare companies have to move quickly in becoming consumer focused companies.
    5. 5. They have a lot to do and a long way to go before they can overcome their past and transform “industrial” care into personal health.
    6. 6. Many are turning to implementing customer experience (CX) within their companies.
    7. 7. This where we look to gain insights from our conversation today.
    8. 8. To guide our conversation today I suggest we look at enterprise CX along these lines: the Myths, the Absolutes, the Tools, the Results, the Priorities, and the Resources
    9. 9. How to Prioritize Your Experience Design Work THE MYTHS
    10. 10. I want to start by asking what defines CX at a company?
    11. 11. What myths should people avoid regarding implementing CX?
    12. 12. How to Prioritize Your Experience Design Work THE ABSOLUTES
    13. 13. What are the critical elements of CX that every enterprise should have in place at a minimum?
    14. 14. How to Prioritize Your Experience Design Work THE TOOLS
    15. 15. Of all of the tools of the trade that people can master to implement CX for healthcare – which ones are most important?
    16. 16. How to Prioritize Your Experience Design Work THE PRIORITIES
    17. 17. Imagine you are CXO at a healthcare company – what are your top 3 priorities in year 1?
    18. 18. How to Prioritize Your Experience Design Work THE RESULTS
    19. 19. How do we measure CX to keep it honest and relevant for healthcare? What are the most important measures and at what frequency should we measure them?
    20. 20. How to Prioritize Your Experience Design Work THE RESOURCES
    21. 21. What are your favorite CX resources, sites, etc. that you can recommend to our audience?
    22. 22. Final Thoughts

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