On-Demand Webinar

Personalizing Member Experience for Improved Health Outcomes

This webinar, part of our Analytics in 20 series, will take a look at using analytics to understand demographics, segment members to drive behaviors and improve net promoter scores.

About the webinar

Today’s health plan does a lot more than process claims. By focusing on the individual member’s health needs, plans can recommend wellness programs, better explain cost of care and reduce stress of navigating complex provider choices.

Getting on the same page with your plan members is key to ensuring they take the best path to the desired health outcome.

Analytics approaches to achieving that goal have been used for decades in retail and financial services and are becoming more common for health insurers due to new market incentives.

To listen to the first part of this webinar, click here.

Why attend?

  • Stay ahead of the competition and learn new consumer engagement techniques for health insurers.
  • Use historical member data and new analytics approaches to predict consumer behavior.
  • Learn more about how these approaches drive up net promoter scores, member enrollment and brand recognition.
  • Discover how a better understanding of member demographics improves data-driven decisions about new potential business opportunities.

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About the Experts


Alex Maiersperger, Senior Industry Consultant, SAS Health   

Maiersperger helps payers, providers and government health care systems create a healthier future through advanced analytics.

Before joining SAS, Maiersperger led consumer experience and value-based initiatives at Blue Cross NC and Geisinger Health, both on the provider and payer side. At Blue Cross NC, he led the establishment of a corporate definition for “Exceptional Experience” that defines the future of health experiences as Easy, Connected, Home-First and For Everyone. As the Manager of Business Strategy and Consumer Experience at Geisinger Health Plan, he created the business plan and innovation road map that led to a 55% increase in Medicare net promoter score and 35% increase overall within two years.


Charlene Foley, Vice President, Head of Exceptional Experience, BlueCross BlueShield of North Carolina

Foley plays an important role in thoughtfully guiding Blue Cross and Blue Shield of North Carolina as the company strives to realize its vision to be the model for transforming our health system through unwavering commitment to quality, affordability and exceptional experience.

As Vice President and Head of Exceptional Experience, she is responsible for building a best-in-class experience practice that benefits not only Blue Cross NC’s 3.9 million customers but also thousands of health care providers and other stakeholders with whom the company partners. Her team does this by ensuring the “customer is always in the room” when decisions are being made, by empowering teams and by building strong relationships across the business to prioritize and deliver truly exceptional experiences. A strong and vocal advocate for data-backed decision making and meaningful business measurement, Foley is relentlessly focused on balancing short-term experience goals with long-term planning.


Craig Kestecher, Systems Engineer, SAS Global Customer Intelligence Practice

Kestecher provides domain expertise in the development, sales support and implementation of the practice’s customer intelligence solutions. He consults across industries – financial services, retail and health care – to enable marketing departments to craft meaningful and optimal customer experiences and maximize their ROI. Kestecher holds a bachelor’s degree in Management Information Systems from the Fox School of Business at Temple University.


Alyssa Farrell, Advisory Industry Marketing Manager, Health & Life Sciences Practice, SAS

Farrell leads industry marketing for the SAS Global Health and Life Sciences Practice. She focuses on the SAS solutions that help optimize health outcomes for individuals and their communities. She is actively engaged in analyst relations, market research and influencer marketing to stay on top of industry trends and align SAS capabilities to customer needs. Previously at SAS, she has supported the energy and public sector global teams. Prior to joining SAS in 2004, Farrell was a Senior Consultant in the Deloitte Public Sector practice.

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