Ideas and insights for healthcare, tech and beyond

League Connect 2022 provided an opportunity for payers, providers, employers, consumer health organizations and industry partners to connect on the future of the healthcare consumer experience as well as the industry’s digital transformation. It was attended by 100 of the industry’s most innovative leaders and featured reputable speakers, including Scott Galloway, podcast host and bestselling author; Aashima Gupta, Head of Healthcare Solutions at Google Cloud; and Sarah Ahmad, SVP of Health and Wellness at Shoppers Drug Mart.

League Founder and CEO, Michael Serbinis, opened the conference addressing the inherent problems healthcare has with member and patient engagement. He discussed how the healthcare industry’s net promoter score (NPS)—which measures the consumer experience—is drastically lower than the NPS of other industries. 

Serbinis pointed out that the low NPS is a reflection of the multiple point solutions a consumer must use to access, navigate and pay for care. He elaborated on how a platform-based healthcare system can eliminate that unnecessary friction, boosting the consumer experience, and, consequently, consumer engagement. Additionally, he emphasized that the industry is at an inflection point and change won’t be accomplished alone, making partnerships absolutely crucial.

Imagining the future of healthcare

We also heard from healthcare technology leader, Aashima Gupta of Google Cloud, during her keynote with League’s Chief Product Officer Dan Leibu. They discussed the differences between a product and a platform—with a product being defined as a service and a platform being defined as something that you can integrate with, add to and build upon. They also shared real examples of their platform technologies in action, as well as their perspectives on the current landscape of the healthcare industry and what healthcare experiences will look like in five years. 

This keynote is now available on-demand. 

Unpacking consumer engagement in healthcare

In this panel discussion, leaders from Uber Health, Highmark Health, Providence and Shoppers Drug Mart discussed the problems healthcare has with consumer engagement and how the industry can solve them. A shared perspective among the panelists was how interoperable digital health platforms enable organizations to engage consumers through personalized health experiences. They elaborated on how improving consumer engagement can lead to better health outcomes and, consequently, more affordable care.  

This panel discussion is now available on-demand. 

Key insights from healthcare’s thought leaders

Throughout the day, attendees shared their thoughts and provided commentary. We identified these key topics of discussion: 

• Acquisition/retention and digital transformation goals are inextricably linked.  
• Healthcare needs to prioritize the consumer experience.
• Platforms unlock the power of the healthcare ecosystem.
• Partners are a potential key to accelerating digital transformation.

We’ve compiled conference insights and feedback into an executive summary, which identifies leaders’ top priorities and challenges for 2022 as well as their thoughts on the future of healthcare. Collaboration, discussion and strategy are essential to moving the industry forward, and we thank all of our speakers and guests for their participation. 

We look forward to seeing you at League Connect 2023 and invite you to register for next year’s event.