A New Kind of Thinking: Using Retail Strategies to Elevate the Member Experience

Convenience. Personalization. Speed. Service. The retail industry has gotten a lot of things right during the consumer experience revolution. This panel discussion will help you understand how meeting a new level of expectations has become a critical success factor for health plans in their efforts to engage and retain members.

In this powerful session you’ll learn:

  • How to adopt a multi-channel experience that focuses first on the consumer’s emotional response 
  • Why the connection between member experience and emotional response matters
  • The impact we can have when we serve members in a way in which they want


  • Elizabeth Canis, Healthcare Executive, Board Director, Advisor
  • Marcus Osborne, Former SVP, Walmart Health
  • Kimberly Switlick-Prose, VP, Enterprise Star Performance, Elevance Health