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Webinar

The Experience Is Only as Good as the Work Behind It

ET
60 Minutes

Great experiences don't happen at the point of interaction alone. They are shaped by the people, processes, and operational workflows working behind the scenes. When customer experience and document-driven processes are connected, organizations can reduce effort, improve responsiveness, and create seamless journeys that deliver better outcomes for members, providers, and patients.

Join us to explore how innovation is transforming the healthcare experience by connecting communications, support, and back-office operations into a seamless CX ecosystem. From member correspondence and claims processing to prior authorizations and provider inquiries, discover how leading organizations are breaking down silos, reducing effort across the journey, accelerating resolution, and delivering more connected experiences that improve member satisfaction, operational performance, and health outcomes.

What You'll Learn

  • Where operational silos create friction across the member and provider journey
  • How to connect document processing, workflow automation, and CX to create a more seamless experience
  • Ways to improve speed, accuracy, and efficiency across service and support operations
  • Strategies to reduce effort while improving member satisfaction and engagement

Speakers

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Marco Mejía

General Manager, Automated Document Solutions and Bank and Lending Solutions
Conduent

Bringing more than 25 years of experience in business process outsourcing (BPO), digital platforms and automation, Marco leads global initiatives helping organizations modernize operations with scalable, technology driven solutions. His expertise spans process optimization and strategic transformation for clients across diverse industries.

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Mandy Huckaby

General Manager of Global Commercial CX/PLS Contact Centers
Conduent

Mandy is a seasoned customer experience and operations executive with more than 25+ years of leadership in customer service transformation across industries such as banking, technology, retail, and telecommunications. Her expertise includes driving CX innovation, implementing AI and digital strategies, and delivering improvements in customer satisfaction, retention, and operational efficiency. 

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ET