DAY 1

9:04 ­— Spark Session 3

• Delivering Optimal Member Experiences through a Strong Digital Strategy
(Ralph Perrine / Director, IT Strategy and Transformation, Blue Cross NC | Emily Brannen / VP, Digital Strategy, Blue Cross NC | Lindsey Wooten / Head of Customer Experience, Blue Cross NC)

Member satisfaction and loyalty is driven by experiences that are easy, simple, relevant, helpful and reliable. Members appreciate organizations and companies who listen to their needs and design for optimal outcomes, staying abreast of industry standards. Outcomes are enabled by strong data, analytics and IT support that provide actionable insights. Please join us in this highly interactive session where we will share how Member Experience insights are helping to inform our Digital Strategy and how the Innovation Garage is allowing us to flex our creativity as we identify ways to meet our members’ needs. Together, we can and will achieve our goal of 5M Members, 15B in Revenue and a strong 4% operating margin. If you have a passion for understanding our members, and how IT can partner to deliver our Digital Strategy in achieving our goals, we would love for you to join us at the Tech Summit!