Member X Micro Summit 2021: Hearing the Voice of Your Customer

Event Date: 2/2/2021

Event Overview

Hearing the Voice of Your Customer

What do we really know about our members? Oh, we have lots of data and demographic information from claims, personnel records and other sources. But what do we know about their expectations, their preferences or expectations? Perhaps most worrisome, do we know what they really think about us?

All these questions and many more come up when we consider our strategies to collect, evaluate and integrate the Voice of the Customer into our decision-making, operations, product design and communication.

Join your Alliance peers for this five-hour deep dive on February 2, 2021, designed like a “survey course” you might have taken in college!

Event highlights

Part of the Member X Learning Collaborative, this virtual micro summit will provide you and your team with a big picture view of the many aspects of a successful Voice of the Customer program as developed by Alliance members.

The areas covered in our survey will include:

Reviewing the latest market research on consumers by segment
Identifying the “why” and the “what” when building a VoC program
Garnering support for a VoC program
Designing the structure and timeline of a VoC program
Collecting analyzing, presenting and using VoC data
Building or buying the infrastructure, tools and resources for a VoC program
Sustaining a long-term VoC program

Who should attend

Delivering superior customer service requires a multidisciplinary approach including executives and managers who:

Make decisions about and implement marketing strategy
Oversee departments responsible for member experience
Deliver direct customer service
Lead innovations in strategic planning

This meeting is only for Health Plan Alliance members and invited guests.

Thank you to our event sponsors

Platinum

Gold

Silver

Bronze

Sponsor

Vendor

Documents

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2/2/2021

Presentation: Identifying the "why and the "what when building a VoC Program, Session 2
AvMed discusses how making your business case and securing executive support for your VoC program during the Member Experience Micro Summit, February 2, 2021.

2/2/2021

Presentation: Garnering support for a VoC program - February 2, Session 2
CDPHP provides questions to ask when designing your VoC program, starting with cadence and timing, methods, and targets during the Member Experience Micro Summit, February 2, 2021.

2/2/2021

Recording: Identifying the "why and the "what when building a VoC Program - February 2, Session 2
AvMed discusses how to make your business case and secure executive support for your VoC program during the Member Experience Micro Summit, February 2, 2021.

2/2/2021

Recording: Garnering support for a VoC program, Session 2
CDPHP provides questions to ask when designing your VoC program during the Member Experience Micro Summit, February 2, 2021.

1/22/2021

Agenda: Member X Micro Summit 2021 - Hearing the Voice of Your Customer
As part of the Member Experience Learning Collaborative, Alliance health plan members and partners reconnect this February to hear industry experts and thought-provoking member case studies. Designed like a "survey course", participants in this workshop will learn from their collective experience in designing, building, and maintaining a Voice of the Customer program that is strategic, long-term, adaptable, and successful.

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