Nicola (Nik) Hall

Nicola (Nik) Hall

Principal, Government and Public Services Practice

Description automatically generated with medium confidence Nicola (Nik) Hall is a Principal within Deloitte Consulting’s Government and Public Services practice and leads Deloitte’s Federal Health Sector Customer Strategy. Nik has spent the last 12 years leading healthcare design and transformation projects, focusing on elevating the human experience within healthcare engagements.

Nik has spent the majority of her time supporting Military Health and Veteran Health Affairs clients with designing and improving experiences for their patients, beneficiaries, members and the healthcare workforce. Her clients have included Department of Defense, Veterans Health Affairs, Commercial Healthcare systems, and Veterans Service Organizations. A highlight of her career has been her work supporting Women Veterans access healthcare and benefits.

Nik is passionate about diversity, equity and inclusion and has been responsible for leading and establishing many key inclusion groups and efforts within Deloitte. Nik is often called upon for speaking engagements. She was asked to be a panel member on MSNBC’s “Taking the Hill” to discuss veterans’ issues, and has keynoted on numerous occasions including, Salesforce’s Dreamforce conference, Kaiser Permanente National Equity Inclusion and Diversity conference, Out4undergrad and College/University campuses.

Prior to Deloitte, Nik spent 5 years in the Military as an Army Non-Commissioned Officer where she was a Military Policeman (MP) and US Army Jumpmaster. She was the first female involved in direct combat operations in Afghanistan, awarded a Bronze Star for her actions in combat, and set a new standard for future combat operations involving women

Nik was born and raised in Ipswich, England and currently lives in Maryland with her daughter.

All Sessions by Nicola (Nik) Hall

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