Jason Greenwood

Chief Marketing & Strategy Officer Delta Dental of Arizona

CX Insurance Exchange - Day 2

8:30 AM Keynote Panel Discussion: Cost? Care? Control? What Outcomes Are Journeys Optimized for?

This panel examines the tension between cost control, compliance and customer care and asks whether current operating models are structurally misaligned with trust based experiences in claims.

• Debating whether insurance leadership are optimizing journeys for regulators or customers

• Assessing the risks of both adopting and not adopting AI

• Understanding the long term risk of cost first CX decisions

• Exploring how leaders are rebalancing efficiency with empathy

10:00 AM Think-Tank Discussion: Trust, KPIs & the Healthcare Experience Gap

This think tank explores the disconnect in healthcare between strong trust in healthcare insurers and the lived patient experience, particularly in high stakes moments of care and claims.

• Exploring the gap between high institutional trust in healthcare insurers and lower experiential trust when patients need support

• Examining where the disconnect sits: claims handling, communication, or care navigation? Does experience perceived relate to the insurer or with partners?

• Considering whether healthcare insurers are addressing this gap and how?

• Redefining success beyond operational metrics toward resolution, clarity and patient experience

Check out the incredible speaker line-up to see who will be joining Jason.

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Address: IQPC Ltd, 129 Wilton Road,
London SW1V 1JZ
Telephone: +44 (0) 207 368 9484
Fax: 44 (0) 207 368 9301
Email: exchangeinfo@iqpc.com