Session: Customer How To

How consumerism is affecting customer engagement and digital transformation across industries

Date and Location

June 3, 2019, 3:30PM - 4:15PM
Premier Ballroom 317


  • Brian Swankoski
    Director of Digital Experience
  • Paul Burke
    Director, Digital Customer Experience
    Highmark Health
  • Mouli Venkatesan

Within a highly regulated industry undergoing major transformation and amidst the pressures of consumerism, learn how UnitedHealthcare, Pfizer, and Highmark are envisioning customer engagement and service of the future and are addressing the needs of their customers. They will share how new programs will drive enhanced levels of NPS and customer satisfaction scores while bringing operating costs down. Understand how they are defining customer engagement in this new era, what types of customer constituents they have, and how they serve them. Each of these clients have a growing base of customers and have put significant focus on improving their customer engagement across the enterprise.