2019 Client Summit Recap: Making Connections, Growing Together and Preparing for the Future
We recently held our 6th annual HealthSparq Client Summit – this time around in the amazing city of Austin, Texas. During a span of three days, we shared, learned, socialized, ate too much and spent time planning for how we’ll work together to best serve health plan members.
The focus of day one was HealthSparq’s product vision and roadmap: our evolution to guidance and navigation. We began with an overview of our product strategy and vision and followed with deep dives focused on data and analytics, new offerings that connect health plan members with care when and how they need it, along with our existing new user experience that is rolling out this year. We’ve shifted from supporting simple tasks to guiding members at key points in their health care journeys.
It is a privilege to work with clients that are pushing the envelope and experimenting with ways to improve the consumer experience. In a new session this year, we were pleased to have clients share their success stories on member engagement and what’s working in their markets. Clients always want to learn from other plans and get ideas and inspiration to take back to the office. It’s clear to me that the plans in that room sincerely want their members to have positive interactions with them and are working tenaciously to make that happen.
And that was the perfect segue to continue our client summit with an afternoon field trip to Dell Medical School at the University of Texas at Austin. We heard from Stacy Chang, the executive director at the Design Institute for Health, who shared how they are incorporating design thinking and principals not only into the medical school, but also to the onsite clinic and the community at large. It was a thought provoking and inspiring experience and we love to share new experiences like this with our clients.
If that wasn’t enough for one day, we then headed to Franklin Barbeque for live music and some of the best tasting brisket, ribs, sausage, pulled pork and turkey you will find. Oh, and you can’t forget the selection of pies for dessert. A very filling way to end a full day. (Note: people wait in line for HOURS to eat here, but if you are ever in Austin and have a chance to try it, do it!)
After a good night’s sleep at our host hotel, the Kimpton Van Zandt, day two kicked off with CX expert Megan Burns who presented on trust, and how to build it with your members. She gave great examples of what to do, and what not to do, from a variety of industries including health care, airlines, cable and mobile phones. It was eye opening to see how simple things can lead to delightful experiences or cringeworthy moments. We need to be diligent in all connections we have with clients and pay special attention to timing and context.
Our closing session was one I was very excited about: our first-ever partner showcase, including Pager, with whom we recently announced a partnership and another that we will reveal soon. These partners are key to our roadmap and provide compelling solutions that are being integrated into HealthSparq One. Our clients are excited too.
To be honest, I am usually drained after these events. Preparing, hosting dinners and mingling for three days can exhaust you! But as we closed, I was energized. You could tell from the energy in the room, the conversations that were held and the comments from our clients that we are on the right path. We are going to do great things together in 2019. I can’t wait until next year’s Client Summit to hear amazing stories of how we helped our clients serve their members and engage them in new and compelling ways.