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.

 

9/27/2017

Presentation: Case Study: Customer Experience: The Role of Leadership
Geisinger describes how organizational leadership must drive the vision, provide the resource support and be willing to hold itself and the organization accountable for the customer experience.

9/27/2017

Presentation: Case Study: Member Experience Now Has a Place at the Table...Now What?
Now that the AvMed Member Experience department has been defined, how are the people, process, and technologies in the organization being impacted to relook at issues, operational initiatives, and opportunities through the lens of the member?

9/27/2017

Audio: Case Study: Creating an Enterprise-wide Customer Experience Culture
Melissa Cook, President and CEO of Sharp Health Plan shares her health plan and health system's journey of creating a customer focused culture.

9/27/2017

Audio: Case Study: Customer Experience: The Role of Leadership
Geisinger shares how organizational leadership must drive the vision, provide the resource support and be willing to hold itself and the organization accountable for the customer experience.

9/27/2017

Audio: Case Study: Member Experience Now Has a Place at the Table...Now What?
Now that the AvMed Member Experience department has been defined, how are the people, process, and technologies in the organization being impacted to relook at issues, operational initiatives, and opportunities through the lens of the member?

5/7/2015

Presentation: Delivering The Ultimate Customer Experience At Every Touch Point
Steve Pappas with Panviva discusses a process for mapping your customers' experiences to identify touch points and opportunities to improve engagement with our members. Two worksheets are included.