There is a tremendous opportunity for health plans to differentiate themselves by improving the consumer experience. As health plans are focused on improving member experience and engagement, many are searching for technologies that can accelerate this shift. However, the gap between technical promise and actual results is a great concern. Further, high implementation costs and lengthy implementation timelines deter many payers from adopting new technologies. In this session, speakers will discuss how health plans can use customer experience technology to optimize customer experience throughout the customer's journey. They will also discuss why it is important for health plans to leverage data and consumer-friendly technology to gauge member sentiment and value; proactively engage with members; mitigate risk and build brand loyalty.