Transforming the Onboarding Experience Across Care & Coverage with Service Design

Kaiser Permanente is transforming how it engages with prospects and members, putting empathy at the forefront of its healthcare CX strategy. Hear how Adobe Marketo, Qualtrics, Ushur and the CDP strategically enrich user profiles and provide greater opportunities for personalization, connection, and conversion. Learn how Kaiser Permanente measured both the “what” and the “why” across multiple channels and technologies to enable real-time intelligent responses with educational content, self-service tools, and escalation to member care and support.

Key takeaways:

• Understand how the program becomes more intelligent and targeted with each prospect or member engagement over time
• Hear how Service Design helped break down internal and technical silos to bring a vision to life and manage organizational change
• Hear how we were able to move quickly to get iterative experiences out in front of Members, and constantly evolve over time

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Industry: Healthcare and Life Sciences

Technical Level: General Audience

Track: Customer Data Management, Customer Journey Management , Unified Customer Experience

Presentation Style: Case/Use Study, Tips and Tricks, Thought Leadership

Audience: Campaign Manager, Digital Marketer, IT Executive, Marketing Executive, Audience Strategist, Web Marketer, Marketing Practitioner, Marketing Operations , Business Decision Maker, Content Manager, Marketing Technologist, Omnichannel Architect