Join NTT DATA Services to learn how you can use a CRM system to move beyond a transactional and policy-centric organizational strategy towards making the one-on-one emotional and rational connections necessary for engagement.
We will share our best practice strategies on how other health plans and other industries have aligned their CRM vision to their corporate customer engagement strategies for successful customer acquisition and retention results.
This session will challenge you to:
• Learn: Using the current demographic data from enrollment, member provided data through member completed surveys and health risk assessments, call center interactions, claims information and wearable device integrations.
• Listen: Using analytics and AI to capture, measure, analyze and evaluate the quality of outcomes of each customers experience throughout all interactions including social media, website and mobile device interactions.
• Engage: How to integrate a dynamic CMS tool, integrate virtual agents and interactive guides to enable even smarter customer service and a personalized customer experience.
Liz Peters, Customer Relationship Management Practice Lead, Health Plans, NTT DATA
Denise Dowling, Senior Director, Salesforce Consulting, NTT DATA Services
Matt Gale, Director of CRM, Healthcare & Financial Services, NTT DATA