Creating a profitable CX
How Top Healthcare Insurers Turn Member Experience into Revenue

Industry leader Brett Kiley shares how his AI Experience Engineering strategy measures emotions and drives revenue for clients (tested across 1.4 million patients!)

📅 Tuesday 8th July: 8am PST / 11am EST / 4pm UK

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Join Brett Kiley, a seasoned healthcare executive with over two decades of experience, will share actionable strategies tested across 1.4 million patients.

Brett spent 20+ years leading award-winning customer and patient experience at one of the largest healthcare companies in the world (CVS Health).

He now serves as Vice President of Healthcare Experience Engineering at Ciklum where he turns complexity into clarity by using AI, technology, and strategy to reduce friction, elevate service, and improve outcomes.

What You’ll Learn:

📊 CX frameworks: Discover how to measure member emotions, boost CX ROI and improve retention.

🔍 Execution & tools: How to leverage AI to identify emotional drivers that improve retention and member satisfaction.

✅ Cross-channel tactics: Steps to simplify operations for seamless multichannel member engagement

As the architect of an award-winning CX transformation at CVS Health, Brett has overseen initiatives generating over $100M in EBIT impact while optimizing systems for over 1.4M patients worldwide.

Don’t miss this opportunity to join Brett live and learn from his wealth of experience.

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