Our members tell us that delivering exceptional customer experience (CX) is a critical priority, with a recent PwC report citing 73% of customers stating that experience is key when selecting their health plan.
Rising customer expectations, growing omni-channel touchpoints and the continuing challenge of building loyalty are the pillars of this unique iFHP member programme.
The programme kicks off in Los Angeles with a day at the internationally- renowned Disney Institute. Delegates will attend the full day, ‘Disney’s Approach to Quality Service’ programme, learning from the 65 years of service that has consistently kept Disney as a leading brand.
In Los Angeles, we will also visit the CX design team of Oscar Health Inc, to learn first-hand how US health fund Oscar came to be known as a leading light in both CX design and data integration. Delegates then move to San Francisco to continuing the learning experience, this time with CX experts at Sales Force and digital health innovators Rock Health. Both organisations are leaders in their respective fields of customer relationship management and digital health.
The week closes with a full day at Kaiser Permanente’s Garfield Innovation Centre. This is the largest health care innovation centre in the US where the future of health is imagined and brought to life. We will meet members of the Kaiser Permanente team and their partners that deliver new experiences for the customer.
20 – 24 March 2023 (Los Angeles & San Francisco)
Value-Based Health Care has consistently ranked amongst the topics of highest concern to our members in the last year. While members are all pursuing more outcome-driven models, there is a pressing need for more best-practice sharing, and more exposure to the latest and innovative models and practices. Given the pressures of changing demographics, the rise of complex conditions, and the advances in costly precision therapies, enabling and delivering outcome-driven healthcare is a critical priority. The VBHC Study Tour, with its emphasis on study and practice, is a unique programme developed for iFHP members only, and tailored to our specific needs.
To register your place click here | Register here for 2023
22 – 26 May 2023 (The Netherlands)