Karen Sussman Horgan

Karen Sussman Horgan

Co-Founder and Chief Executive Officer
VAL Health

Karen is a recognized thought leader in developing high-impact engagement strategies and a regular speaker on behavioral economics, including at SXSW, AHIP, and the World Economic Forum. She has spearheaded the development of hundreds of behavior change programs that successfully enable clients to overcome healthcare’s biggest challenges around patient and provider engagement. Karen holds an MBA from the Harvard Business School, and a BA and BS from the Wharton School at the University of Pennsylvania.

All Sessions by Karen Sussman Horgan

Thinc Main Agenda Monday AM May 23, 2022
10:35 am - 11:20 am

Market Insight: Reimagining CX Across the Healthcare Sector

With advances in technology, opportunities for improving the experience for patients, members, and citizens are not only endless but are critical, particularly in times of crisis. Now more than ever, healthcare leaders are leveraging innovation, digital transformation, and advanced technologies to address customer experience challenges for providers, patients, payors and beneficiaries.

Challenges with our consumer health experience were brought to light during the COVID-19 pandemic. Some of those challenges include streamlining operations and processes, addressing inequities and improving access to care for vulnerable populations, driving activation in communities, improving public trust, and establishing measures that can be used to achieve long-term sustainability and achievement.

As we look to the future, it is crucial for leaders across the health sector to build innovative capabilities that improve experience and efficiency to drive meaningful change that matters the most to consumers. This panel will bring together leaders across the federal and commercial health space to discuss:

  • The impetus for leveraging experimental technology to improve customer experience and increase access to care
  • Efforts being implemented to advance member and patient experience
  • How payers and providers can leverage data to design customer-centric solutions that improve health outcomes
  • Adaptation and resiliency around health equity
Moderator: Nicola (Nik) Hall