Raising The Stakes In The Consumer Experience: Lessons From Netflix & Amazon

Strategy Track More than ever before, a focus on the consumer is essential for success in population health management. Why? Great customer service is essential to retain consumers. And consumer engagement is essential to improving health and reducing overall health care spending. What competencies are essential for financial management success? Tech-enabled consumer self-service, consumer portals, clear appeals and grievances policies, and monitoring of the consumer experience, to name a few. In this session, we will discuss:

• Why the consumer experience matters in population health management
• The competencies organizations need to provide excellent customer service and a superior consumer experience
• Lessons we can learn and incorporate from Netflix and Amazon