#015 - Loyalty and Personalization in Healthcare


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Have you ever wondered how consumer expectations are changing the way healthcare payers and providers think about the overall consumer healthcare experience? Wondering how healthcare companies are harnessing data or from wearable devices? Or, maybe you’re wondering how healthcare companies are going to drive innovation in a heavily regulated industry. Wonder no more!

On this episode, I had the pleasure of speaking with Rahul Goyal, Director of Digital Analytics and Personalization at UnitedHealth Group and Tess MacGibbon, Account Director at The Lacek Group about all of this. Well, briefly since we only had fifty minutes. Both guests are incredibly knowledgeable about healthcare which made this a fun and enlightening episode. Listen in as Rahul and Tess provide an insiders perspective on data, personalization and loyalty in the healthcare industry.

show highlights and what you’ll learn…

  • The rise of consumer expectations in the healthcare sector

  • Challenges with personalizing healthcare experiences for consumers

  • How the healthcare industry thinks about personalization and what they’re doing to address today’s challenges

  • How personalization drives loyalty in healthcare; the current state of loyalty and where there are opportunities for innovation

  • Data and analytics talent in the healthcare industry; what UHG is doing to bridge gaps between talent types and the business

  • The future of loyalty and personalization in healthcare


Listeners, Before You Go!

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#002 - Customer Data Platforms with James McDermott (Part 2 of 2)


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On this episode I talked with James McDermott, CEO and Co-Founder of Lytics, on Customer Data Platforms. My goal of this episode was to bring a different perspective on CDPs than what Martin Kihn brought through research in the last episode and I think we nailed it. James helped untangle some of the myths we have about CDPs and provided a very passionate perspective on the current and future state of this category.

On this episode we discuss the following…

  • The three components of the Customer Data Platform category
  • Typical questions that marketers have about the technology of CDPs
  • Working with and operationalizing data that comes from data science teams
  • The value of Customer Data Platforms and the problems they are meant to solve
  • Challenging the mental model of marketers and moving from content to people based marketing
  • James on the differences in competing technology and the future of this category

How you can reach James:

Other Resources Discussed in this Episode: