Striking a Balance:
The Role of AI and Human Empathy
in Member Engagement
Networking Dinner at Morton’s The Steakhouse, New York

Here’s what we discussed:

As healthcare costs continue to rise, insurance payers and providers are pressed between increasing operational expenses. This squeezes margins and makes operational efficiency more crucial than ever.

The focus for healthcare has shifted towards improving member engagement as a strategic approach to foster preventative care and retention, thereby reducing long-term costs. However, they often grapple with legacy systems and insufficient data access, complicating personalized member outreach and efficient handling of peak call volumes during crucial periods like open enrollment.

This executive roundtable, hosted by ResultsCX, was designed specifically for executives charged with improving member engagement at scale in healthcare firms and payers. Paul Mango, Former HHS Deputy Chief of Staff for Policy and Board Member at ResultsCX lead the session to explore effective strategies to overcome these industry-wide challenges, including the following:

• Strategies to Enhance Member Engagement to drive better health outcomes and retention.
• Navigating Operational Challenges
• Leveraging Technology to improve personalization of member communications and operational efficiencies

The dinner provided a platform for open discussion, sharing of insights, and networking among peers facing similar challenges. Participants left with actionable strategies that leverage technology to enhance both member engagement and operational efficiency in a financially constrained environment.