Kristi Miller

Director of Member Experience XP Health

Kristi Miller is the Director of Member Experience at XP Health, a digital-first vision care program that employers offer their teams. She has spent 15 years in health and wellness, mostly at fast-growing healthtech companies, building CX teams that scale without losing the human connection. As a certified Project Management Professional with a clinical background in exercise physiology, diabetes care and health coaching, Kristi pairs process discipline with a deep focus on the person on the other end of every conversation. At XP Health, she leads the Member Experience department end to end, from team design and workforce planning to systems, service quality and the rollout of AI across member support, keeping the experience human-led as the member base grows.

CX Healthcare Exchange East - Day 1

9:15 AM Fireside Chat: Every Member, a Different Program - Bringing AI Into Benefits Support

XP Health supports more than 862,000 members across 6,300 employer organizations, and each member sits on a different program. A question about a return, an exchange or a warranty claim can have a different answer for almost every member. Kristi Miller, Director of Member Experience at XP Health, joins Aidan Rawlings, Forward Deployed Product Manager at Lorikeet to talk through where her team chose to start with AI, how they build and test workflows themselves, and how they decide which conversations stay with a person.

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

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