Health insurance CX leaders today face mounting pressure: rising consumer expectations, growing cost‑of‑care concerns, fragmented data, and accelerating adoption of AI—all within increasingly complex regulatory environments. Too often, CX strategies stall because personalisation breaks down, data isn’t actionable, or behavior change isn’t designed into the experience.
In this interactive on-line learning workshop, Kathleen Ellmore, Co-founder and Managing Partner at Engagys and pioneer in healthcare consumer behavior change, brings a consumer‑marketing lens to health insurance CX—grounded in behavioral science, real‑world execution, and global health plan experience. Kathleen has twice led the CX Innovation Week Study Tour first day workshop and brings this to a wider audience on-line.
Participants will explore the forces reshaping healthcare consumer expectations, identify where friction undermines experience and trust, and examine how data and personalization must work together to drive action at scale. The session focuses on practical frameworks and case study examples leaders can apply immediately to improve experience, influence member behavior, and lower cost of care across diverse populations and markets.
The format will provide teaching, workshops in smaller groups and discussion.
By the end of this workshop, participants will be able to:
- Understand the key trends and pressures reshaping healthcare CX globally including rising consumer expectations, cost‑of‑care constraints, and the expanding role of AI and digital touchpoints.
- Turn CX strategy into measurable impact: Identify where CX efforts break down operationally and how to move from insight to execution
- Apply advanced behavioural science principles to CX design, recognizing how targeting, segmentation, and messaging can influence healthcare consumer behaviour.
- Assess how data, personalization, and technology must work together not in silos—to deliver meaningful, scalable CX improvements.
- Design engagement approaches that lower cost of care, by reducing friction, increasing adherence, and driving timely, preventive action.
- Identify and redesign high-friction touchpoints: Evaluate critical interactions, such as EOBs and onboarding materials, to improve clarity, trust, and action
- Link CX improvements to cost-of-care outcomes: Quantify how better engagement reduces avoidable utilization, closes gaps in care, and drives measurable savings