Member Experience Toolkit

NOTE: You must login to your Alliance account to access the articles and resources below. Some content may only be accessible to Alliance members.


  • 2/27/2019
  • 2019 Top Payer-Provider Priorities
  • Shared challenges and opportunties drive this overview of top payer-provider priorities. Based on a survey conducted by Modern Healthcare for Optum.
  • 2/20/2019
  • Healthcare's Blame Game
  • Whether it’s providers, payers and employers engaging in contract disputes finger-pointing over network configuration and payment formulas, or big pharma trading accusations about who’s to blame for the country’s health care cost crisis, engaging in a ‘it’s your fault or you’re not playing fairly’ argument accomplishes little. It’s time to stop the healthcare blame game.
  • 2/20/2019
  • Marketing Maturity Curve
  • Wunderman Health provides a snapshot of the marketing maturity curve depicting the transition from campaign-focused to customer-focused levels.
  • 10/1/2018
  • Idea Couture Workshop-A New Way of Looking at Consumers
  • Idea Couture provides worksheets for health plan members to use in defining customer needs and developing solutions. This workshop was held at the Member Experience Value Visit held in San Diego September 12-14, 2018. Workshop activity output is included in the document.
  • 9/14/2018
  • Presentation: Improving the Member Experience Through Enhanced
  • RedCard discusses ways to improve health plan branding, reduce operational costs and improve the member experience for critical communications. This information was shared at the Member Experience Value Visit held in San Diego September 12-14, 2018.
  • 9/14/2018
  • Presentation: ROI on CX - A Marketer's Perspective
  • Network Health Plan shares the tangible and intangible rewards of investing in CX. This presentation occurred at the Member Experience value visit held in San Diego September 11-13, 2018.