Session: Customer How To

How consumerism is affecting customer engagement and digital transformation across industries

Date and Location



  • Scott Nadeau
    Senior Director BT Enterprise Solutions and Shared Services
  • Mary Kelley
    VP Provider Technology Business Support
  • Paul Burke
    Director, Digital Customer Experience

Within a highly regulated industry undergoing major transformation and amidst the pressures of consumerism, learn how UnitedHealthcare, CVS Health, 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.