Highmark Health: Powering a next-generation member experience

Highmark Health recognized the need for a more unified digital experience to bring together all resources, in the right context so members could more easily find and leverage what was available to them. Not doing so would result in member frustration, poor benefits utilization, and attrition, as clients and members struggled to recognize the value of these services and pursued other emerging digital solutions or brands.

Highmark Health leveraged our platform to launch experiences that help members find the most relevant resources and guide them along a personalized health journey based on their most pressing health needs and goals. The solution delivers an experience that surfaces the most relevant next best actions to each individual, increasing engagement, satisfaction, and the ability to impact health outcomes.

Creating a new digital experience with all stakeholders in mind was incredibly important to Highmark Health. Together, we designed solutions that are differentiated in the market, set up for long-term success, and truly beneficial for all parties including Highmark Health, their commercial customers and their members.

Through the power of our CX platform and a strong partnership in place, we launched the first release of our joint solution within six months. We worked closely with the Highmark Health team and offered ongoing support to bolster their launch and ensure continued success. Within months, Highmark Health began to win new business, expand existing relationships, and re-engage past accounts, leading to significant additional revenue each year and thousands of new members with whom they can engage and drive better health outcomes.