Digital CX in 2020: Cracking the Code on Data

Join this live panel streamed from Money20/20 Vegas where our speakers will discuss:
-Banking transformation: Opportunities and challenges
-Data management and APIs: Best practices for collection, aggregation, and analysis
-Lessons learned from Open Banking
-Using data to improve the customer experience
-Amazon, Facebook, Google: The future of banking?

Today, 27% of consumers are willing to share personal data for more financial guidance and a more personalized digital customer experience. Of those consumers, more than 60% are willing to share data from their Uber, OpenTable and Facebook accounts; online/in-store retail purchases; and frequent flyer programs, etc.

This webinar will dive into the findings of NTT DATA Services’ national research study entitled, “Digital CX in 2020: Cracking the Code on Data,” with customer experience expert, Lisa Woodley.

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.

PRESENTERS:
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

Discover next-gen services built for speed.

Gone are the days of multi-year application projects with the promise of vague business transformation. Join us as we unveil the next-generation of application services that are built for the speed of today’s digital enterprise.

Mangesh as a pratitioner working with multiple customers, talks about the initiatives being undertaken, the types of tools, process fits and assessments depending on where customers are at on their RPA Journey.
To request attendance to the Event on the 28th September register here: http://bit.ly/2wKdNlL

Arnaud Lagarde Strategic Account Manager, Automation Anywhere describes the content to be covered in the upcoming automation event on the 28th September at the CBR Dining Club with NTT DATA Services,relationship with man and machine,where companies are automating and the adjustments companies are making with software robots taking on the human tasks.
Interested in Attending the event on the 28th September - visit http://bit.ly/2wKdNlL

CBR and NTT DATA Services Are hosting a dinner on the 28th September at the Ivy Restaurant in London.To bring RPA, IoT and AI to life, NTT Data is assembling a panel of experts including speakers from Banks and Insurance companies, AXA and AIG.
This industry gathering is designed to address the Automation Conundrum. Discuss these techniques and present practical examples of how they are being applied in today’s digital environment. Attendees included senior leaders from Zurich Insurance, HSBC, Deutsche Bank, RSA and Experian to name but a few. To request attendance register here: http://bit.ly/2wKdNlL

See how market leaders rank and what you can do to quantify the customer experience.

Discussion Topics:
• What traditional customer experience (CX) measurements miss
• A quantitative way to evaluate friction within the customer’s experience
• Detailed findings from Consumer Packaged Goods and Retail studies
• Best practices to apply to your business

We all recognize bad customer experiences in the moment (think long hold times, non-mobile websites and repetitive questions), but can you quantify these experiences and tie them back to business measures? This webinar will cover a unique approach for identifying, quantifying and mitigating the experiences of your customers, partners and employees – the Customer Friction Factor service.

We’ll share the results of a recent Customer Friction Factor study on 15 leading Consumer Packaged Goods (CPG) organizations and discuss how online retailers measured up as well. Gain insight on common causes of customer friction and learn best practices to apply to your own business.

Join this informative webinar to see how we achieve superior test acceleration using NTT DATA's ML/AI based Intelligent QA solution. Our Software Test Acceleration Toolkit forays into Intelligent Automation space with its in-house built analysis driven testing engine, helping organizations improve their testing quality by taking better decisions.

Turn your provider directory into an asset, not a liability.

Comprehensive provider data combined with analytics can yield actionable business insights to help you improve member satisfaction and financial performance. You can track patients’ health, physician performance towards shared savings goals and understand network and attribution patterns. You can also see referral patterns and practice variations, benchmark physicians’ performance on cost and quality measures to help you improve member health and your financial performance.

This session will explore the evolving use of consumerism practices and using advanced analytics to understand provider data and to impact satisfaction, retention, and outcomes.

Participants will learn how to:

- Link your provider directory to your CRM, allowing you to expand members’ profiles and provide more personalized experiences
- Use an intuitive and user-friendly member portal and dynamic content to enhance the user experience when searching for providers and educational material, which will encourage members to share additional details for better resource alignment
- Integrate an online scheduling tool and telehealth virtual visits for greater member convenience and to improve outcomes
- Identify high-performing providers using a combination of provider data and other data sources (e.g., claims)
- Enable monitoring and prediction of provider performance via cost/quality metrics to ensure adherence to value-based agreements.
- Ensure network adequacy by comparing provider locations to population distribution

Speakers
John Hurd - Go to Market Lead, Provider Data Management Solutions, NTT DATA Services

Liz Peters - Go to Market Lead, Customer Relationship Management Solutions, NTT DATA Services

Karen Way - Go to Market Lead, Business Intelligence & Analytics Solutions, NTT DATA Services

Jeff Rivkin - Research Director, Payer IT Strategies, IDC Health Insights

This video discusses how to find a critical threat, advanced analytics and a skilled set of people are needed with the time, right expertise and skill set to fully understand the context and impact of a security threat.

An overview of new technologies leveraging tradition, data, and insight to help make history. Insurance needs to stay relevant to the the changing way of life. Respecting privacy, accepting everyone is different, allowing for always on, and broadening support to the customer with money advice via digital media.

This video explores exciting new technologies delivered via an innovative services platform to channel digital accelerators including:

- NTT DATA Digital Vault
- NTT DATA Services IoT Accelerator platform
- NTT DATA Services Digital Transformation omni-channel experience
enabling customers to cross sell and and engage more efficiently with
customers.

These innovative new technologies improve the customer experience, increase customer interaction allowing to cross sell and upsell new products and services, reduce claims, and make buildings smart and help create and archive of digital assets with low risk and fast role out.

NTT DATA Patient Engagement and Telehealth Solution

NTT DATA BPaaS Solution

NTT DATA Consumerism Solution for Health Plans

NTT DATA Unified Clinical Archive

NTT DATA Secure Healthcare Cloud

NTT DATA EHR and Clinical Applications

Joe Policella presents ongoing exciting new developments for Insurance Industry. performing a live demonstration on how IoT can disrupt traditional business models in the insurance industry. The demonstration of a water leak scenario illustrates Insurance as a Service, Usage Based Insurance/Dynamic Pricing, and Prescriptive Analytics. The demo uses NTT DATA Services’s Insurance IoT Accelerator which is an end-to-end cloud based IoT Fabric