David Neeleman, founder of JetBlue, will keynote the Health Plan Alliance Fall Leadership Value Visit
Health Plan Alliance
Health Plan Alliance, one of the nation’s leading organizations for provider-sponsored and independently-owned health plan collaboration, will bring senior leaders together at its annual Fall Leadership Value Visit for focused discussion on cultivating a customer experience culture. The event will take place in Asheville, NC, September 26-28, 2017. In a recent Forbes survey, Americans ranked health care and insurance among the worst industries for customer service. The controversial media attention over the last several years regarding government sponsored health care spending, cyber-attacks and the Affordable Care Act has also further exacerbated consumer abrasion. Unlike national insurance carriers, regional and provider-sponsored health plans often have closer ties to the communities they serve. By differentiating themselves on customer experience, these organizations and their provider partners can strengthen consumer trust and loyalty, grow their community of advocates, and positively impact quality and profitability.
Health care and insurance aren't alone on the list of industries that are bad at customer service―airlines also top the list. David Neeleman, the founder of JetBlue, Morris Air, Canada's WestJet and Brazil's Azul, knows a thing or two about developing a culture of customer service in an industry American's hate. When David founded JetBlue in 1998 he wanted to create a different kind of airlines―one committed to delivering over the top customer service. He was successful until an incident in 2007 left passengers stranded on grounded jets for hours, and David was forced to step down from his role as CEO. JetBlue recovered and David has continued his successful career in the airline business, currently serving as the founder, chairman and CEO of Azul Airlines. During his keynote, David will share what it takes to create a culture of customer service, lessons learned from JetBlue, and key takeaways health care leaders can glean from his experience.
The event will also feature sessions from a number of industry and health care thought leaders. Sessions will take attendees through strategy development to implementation, including insight from innovative customer experience agency experts; a clinic that executed a successful targeted marketing strategy to grow its business; and health plan case studies on implementing a enterprise wide culture, the role of the board and leadership, employee engagement, developing a customer-centric call center, creating a seamless prior authorization member experience, and measuring success.
Register to attend
This event is only open to Health Plan Alliance members and sponsors. Visit the event page to learn more about the event and to register. The hotel room block is open through August 25, 2017.