League Connect Digital Summit 2025: front-row access to executive insights shaping healthcare CX

In today’s landscape, one marked by economic pressure, rapid change, and rising consumer expectations, delivering a meaningful member experience in healthcare is more than a strategic priority, it’s a moral and financial imperative. Yet for many healthcare leaders, transforming the consumer experience feels daunting: fragmented systems, legacy technology, and misaligned incentives make change difficult.

That’s why League Connect Digital Summit (LCDS) was created: to give healthcare leaders an unfiltered look at how the industry’s top thinkers are tackling the consumer experience (CX) challenge head-on. In a single day, attendees from across the healthcare ecosystem engaged in immersive virtual sessions that revealed the strategies, technologies, and mindset shifts required to lead effective CX transformation, and walked away with actionable insights to drive change within their organizations.

Below is a glimpse of some of the most critical themes from LCDS, each offering a strategic lens into how healthcare leaders can build more connected, personalized, and future-ready experiences for their members. For a deeper dive into the key learnings from the event, download the full LCDS Executive Summary.

1. Storytelling as Strategy, Not Sentiment

From the opening remarks, it was clear that storytelling would be the connective tissue of LCDS 2025. Leaders spoke not only about the what of transformation but also the why that compels action. As Mike Serbinis, Founder & CEO of League, noted in his session, powerful narratives around innovation, equity, and access can unite diverse teams behind a shared vision.

Michael Lewis, New York Times Best-Selling Author and LCDS keynote speaker, further highlighted why storytelling is essential in complex industries like healthcare. Great stories, he explained, reveal character, create emotional connection, and make complexity understandable.

For healthcare leaders tasked with driving transformation, the message was clear: compelling narratives are essential to gaining buy-in, aligning stakeholders, and sustaining momentum. In a landscape defined by regulation, fragmentation, and rising expectations, storytelling helps cut through complexity and clearly communicates the why behind change.

2. The C-Suite Imperative: Own the Experience

Healthcare leaders no longer see consumer experience as a peripheral priority. At LCDS, the consensus was unequivocal; CX must be owned at the top. Consumer-centricity is not optional; it is a requirement for loyalty, retention, and long-term relevance.

David Holmberg, CEO of Highmark Health, summed it up clearly: “We had to change our mindset and focus more on how do you see things through the eyes of the consumer, and what’s the experience?”

This shift toward seeing members as discerning consumers, shaped by their experiences in retail and technology, is raising the stakes for healthcare. Holmberg dives into the four core principles leaders should focus on and how his organization is executing against them, in the executive summary.

3. Data and AI in Healthcare Are Table Stakes for Personalization

Data and AI were top of mind throughout the summit, not as buzzwords, but as essential enablers of modern healthcare delivery. Leaders underscored the urgent need to move beyond generic engagement and use AI to deliver targeted, real-time interventions that guide members to the right care at the right time.

With venture investment in AI surging, health organizations are expected to harness these technologies not only to reduce costs but also to deliver predictive, personalized care at scale. From SCAN Health Plan to Gainwell Technologies, leaders across the ecosystem shared how AI is already being used to reduce pharmacy spend, educate members, and ease administrative burden for care teams, all while improving outcomes. 

However, with any new technology comes responsibility. AI must be trusted to be effective. Leaders emphasized a measured approach: data and AI must be harmonized, secure, and actionable to support the shift from fragmented touchpoints to longitudinal, intelligent engagement. Without earning the confidence of members, clinicians, and regulators, AI’s potential will remain unrealized and will fall short. Getting it right means building AI strategies rooted in both innovation and integrity. 

4. The Platform Advantage: From Fragmentation to Connected Care

A recurring theme across both payer and innovator panels was the need to move beyond fragmentation. Point solutions, when not integrated, create confusion and diminish ROI. The future lies in platform-based models that unify experiences – integrating data, workflows, and digital tools into a seamless member experience.

Highmark Health’s transformation exemplified this shift by merging public health, mobile, web, and clinical experiences into a single, connected platform. This shift is not only improving consumer engagement but also enabling smarter care coordination at scale.

Similarly, CEOs of cutting-edge startups, including Cognoa and Linus Health,  echoed this message. Whether it’s AI-powered early detection for autism, cognitive digital health solutions for dementia, each innovation demonstrates the power of platforms in delivering both clinical impact and economic return.

These examples reinforce a critical point: innovation is not about adding more tools, it’s about creating smarter, integrated systems that drive predictive and preventive care. The future of healthcare is platform-forward; one that empowers members, connects care teams, and enables scalable transformation across the ecosystem.

Unlock the Full C-Suite Vision

As League Connect Digital Summit made clear, solving healthcare’s CX challenge requires more than isolated innovations, it demands integrated strategies grounded in data, AI, and platform thinking. From health plans to startups, leaders are aligned around a future that is more personalized, connected, and seamless. To explore the full spectrum of insights, frameworks, and strategies shared by these C-suite voices, download the LCDS Executive Summary. This comprehensive report includes real-world examples, supporting data, and actionable guidance to help your organization accelerate its consumer experience transformation.