NGCX 2022


Susan Moon, Vice President, Digital Experience Center at Kaiser Permanente

Susan Moon

Vice President, Digital Experience Center
Kaiser Permanente

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

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Day Two: Converting to a Customer First Culture & Working Across Silos

Tuesday, August 18th, 2020

11:00 AM Keynote: Digital’s Evolution in Delighting our Consumers

Digital is no longer a channel but instead it’s at the center of consumer experience today, not only as the main touchpoint for consumer service and engagement, but also serving to integrate and connect all touchpoints in real-time. The result is a connected network of patient engagement that reflects an understanding of where consumers are on their care journeys and provides timely advice and guidance that is convenient and personalized. This drives relevance for the individual, and creates an opportunity to participate in an ongoing dialogue that goes beyond the simple transaction.  By creating and delivering immersive digital experiences that anticipate member needs and provide curated, personalized resources, we can better connect patients and their care teams, and support broader health care literacy, helping members to take a more active role in their own health.