Traditional metrics like NPS and CSAT scores are “light green money” – important indicators that don’t directly speak to your CFO.💵

Join Paul Long as he reveals how to transform CX initiatives into “dark green money” – measurable revenue impact that gets executive buy-in.

We will cover:

✅ Transforming member & provider services – How to create seamless, omnichannel experiences that drive engagement and reduce friction.

🤖 Harnessing AI & digital innovation – Strategies to boost employee engagement and efficiency, lower call volumes, and scale personalized care.

📊 Net Promoter Score (NPS) & star ratings impact – Leveraging data-driven insights to enhance customer satisfaction and financial performance.

🏆 Building CX-EX organizations– Moving beyond transactional support to proactive experience design.

🔮 The future of healthcare insurance CX – Key trends and best practices to stay ahead in a dynamic industry.

And how to calculate the “revenue at risk”— quantify the true cost of poor or sub-par customer experiences.

While these insights come from healthcare insurance, the principles and concept applies across industries. 🚀