The document outlines the agenda for the 6th Annual Insurer's Customer Experience and Member Retention Summit, scheduled for September 8-9, 2014, in Boston, MA. It highlights the gathering of health insurance executives to discuss strategies for enhancing consumer experience and retention in a transforming healthcare landscape. Featured topics include innovative service models, leveraging technology, and improving patient engagement to sustain membership amidst increasing competition and consumer expectations.

1. Insurer’s customer
experience and
member retention summit
The 6th Annual
Optimize Consumer Experience, Call Center Operations, and Communications to Increase Engagement and Retention
Co-Located With:
Organized by:
S e p t e m b e r 8 - 9 , 2 0 1 4 | H y a t t R e g e n c y B o s t o n | B o s t o n , M A
To Register: Call 800-767-9499 • Email wcreg@worldcongress.com
Visit www.worldcongress.com/MemberRetention
Frank A. DeFazio
Director, Customer Experience and Digital Marketing
Highmark, Inc. and United Concordia Dental
Denise Dragoone
Senior Vice President, Customer Satisfaction
Excellus Blue Cross and Blue Shield
Deborah Gordon
Vice President, Marketing, Sales, and
Product Strategy, Senior Products
tufts health plan
Catherine Hamilton, PhD
Vice President, Consumer Services and Planning
Blue Cross and Blue Shield of Vermont
Augusta Martin
Chief Marketing Officer
MVP Health Plan
Meg Rush
Vice President, Consumer Experience and E-Marketing
WellPoint
Featured Speakers include:
new this year:
• A focus on consumer experience as a differentiator
in the market
• Shared sessions with providers surrounding
member health, experience, and strategies
to improve overall health outcomes
• Strategies to re-train and revolutionize
call center operations
• Ways to utilize technology for your retention
strategies and personalization efforts
• Tips to navigate the rapidly changing
post-reform landscape
• How to implement a sales-savvy consumer
service team and increase touch points
R e g i s t e r b y M a y 3 0 , 2 0 1 4 a n d S a v e $ 8 0 0
Patient Engagement SummitPatient Engagement Summit
S e p t e m b e r 8 - 9 , 2 0 1 4 • B o s t o n , M A
Strategies to Transform Patient Relations to Improve Clinical Outcomes and Chronic Disease Management
World Congress
Hospital Marketing
Innovation Summit
Advance Marketing
Strategies to
Align with
Consumer and
Health Care
EvolutionSeptember 8-9, 2014 • Hyatt Regency Boston • Boston, MA
Exhibitor:Associate Sponsor :Strategic Partner:

2. To Register: Call 800-767-9499 • Email wcreg@worldcongress.com • Visit www.worldcongress.com/MemberRetention
Dear Distinguished Colleague,
As health reform and consumerism transform the health insurance marketplace,
health insurance carriers must depend on consumer experience, service, and
benefit offerings to differentiate themselves in the market and retain members.
It’s with this in mind that I am pleased to invite you to the 6th Annual Insurer’s
Customer Experience and Member Retention Summit. This meeting helps carriers
identify and employ strategies to promote excellence in end-to-end consumer
service and drive member retention efforts.
Join us in Boston this September as health insurance executives focused on
experience, service, and retention convene to discuss the future of member
retention and experience. During in-depth sessions, round tables, and panels,
learn how to utilize technology, explore call center strategies, create individual
messages, and provide value-added services to increase member satisfaction in
the transforming market environment, ensure the best consumer experience, and
retain a target market share.
As consumer choice and transparency continue to drive change in the health plan
space, member retention is a key factor in organizational success. I hope to see
you on September 8-9 as the top leaders in the health insurance industry gather to
crack open retention challenges, discuss opportunities, and define future success.
Sincerely,
Deborah Gordon
Vice President, Marketing, Sales, and Product Strategy, Senior Products
Tufts health plan
Chairperson, 6th
Annual Insurer’s Customer Experience and Member Retention Summit
Who Should Attend:
From Health Insurance Carriers:
• Chief Marketing Officer
• Chief Consumer Officer
• Chief Experience Officer
• Chief Operating Officer
• Vice Presidents and Directors of:
* Experience
* Member Retention / Services /
Relationship Management
* Customer Service
* Call Center
* Marketing
* Consumer Engagement
* Communications
This Summit also benefits health care
solution and technology providers including:
• Call Center and Consumerism
Solution Providers
• Consultants focused on Retention,
Communication, Customer Service,
and Experience
• CRM Providers
• Engagement and Outreach
Technology Providers
• Mobile Application and Web Providers
• Communications and Member
Outreach Providers
To inquire about sponsorship, networking,
and exhibit opportunities, please contact:
Bernie Weiss, Vice President, Business Development, World Congress
Email: bernie.weiss@worldcongress.com • Phone: (781) 939-2502
Insurer’s customer
experience and
member retention summit
The 6th Annual
Optimize Consumer Experience, Call Center Operations, and Communications to Increase Engagement and Retention
S e p t e m b e r 8 - 9 , 2 0 1 4 | H y a t t R e g e n c y B o s t o n | B o s t o n , M A
Associate Sponsor :
Exhibitor:

3. To Register: Call 800-767-9499 • Email wcreg@worldcongress.com • Visit www.worldcongress.com/MemberRetention
DAY ONE – Monday, September 8, 2014 • pre-summit workshop options
7:30 am –
8:30 am
Workshop Registration and Morning Coffee
8:30 am –
11:45 am
There is a
15-minute
coffee and
networking
break from
10:00 am –
10:15 am
Workshop A: Innovate Live Web Platform
and Social Media Strategies to Build and Sustain
Relationships with Members
Today’s consumers have learned to expect a lot from their providers
in terms of service; things like call center support that is available
24-hours-a-day, live web chat support, and social peer ratings are
commonplace and expected in other industries. During this workshop,
learn how to reframe your web platform and social outreach strategies
to improve your member service operations and retention efforts by
discussing ways to:
• Identify consumer demand generation expectations for service
excellence and availability
• Reformat web-based tools and support to reflect consumer needs
and desires
• Diversify service strategy and reduce staffing costs by introducing
value-adding web and social service tools
• Utilize social media and peer reviews to transform consumer
complaints into valuable service opportunities, consumer insights,
and brand building experience moments
• Recognize how to work around the difficulties with legal restrictions
when using social media
• Redesign staffing, training, and automation services to ensure 24/7
service availability and create convenience for members
Julia Gongaware
Social Marketing Manager
UPMC Health Plan
Chris Daley
Manager, Digital
and Social Marketing
UPMC Health Plan
Workshop B: Engagement 101 — Incorporate Patient
Perspectives into Business Strategies and Decisions
For health care executives who are not yet experts in patient engagement, this
workshop lays out a time-tested guide to incorporate patients into the broader
decision making process for the first time. Hear experts explain the fundamentals
of patient engagement, and how to build a business model to include patient
perspectives into the decision making process administratively and clinically.
• Create a patient advisory board or include patients in key leadership teams
to incorporate the patient perspective into the decision making processes
• Understand what characteristics make a person a good candidate for
patient involvement
• Recognize the steps health care organizations need to take when designing
a sustainable and beneficial patient inclusion or engagement program
• Discover ways to measure the impact and return of patient advisory boards
• Outline the importance and impact that leadership support and
investment in patient engagement and cultural engagement makes on
the culture, finances, and operations of a health care organization
• Evaluate and measure the impact that employee engagement has on
patient engagement and clinical outcomes
Chrissie Blackburn
Principal Advisor, Patient and
Family Engagement, Institute of
Innovation and Quality, University
Hospitals of Cleveland
Christine Holt, MBA, MS
Chief Experience Officer, Holy
Redeemer Health System
Matthew Wynia
MD, MPH, FACP
Director, Patient and
Physician Engagement
for Improving
Health Outcomes
American Medical
Association
11:45 am –
1:00 pm
Lunch on Your Own; Main Summit Registration
D A Y ONE – M o n day, S e p t e m b e r 8 , 2 0 1 4 • Mai n S u m m i t
1:00 pm –
1:15 pm
Chairperson’s Welcome and Opening Remarks
Deborah Gordon
Vice President, Marketing, Sales, and Product Strategy, Senior Products
Tufts health plan
1:15 pm –
2:00 pm
KEYNOTE ADDRESS: Integrate Plans, Providers, and Patients to Move the Needle on Healthy Behavior
and Reduce the Cost of Care
Health reform has changed a lot for plans and hospitals. Many health plans have considered partnering with health systems or other providers to increase
revenue, retention, engagement, and improve clinical outcomes. In this shared Keynote Address, examine innovative business models that align hospital and
health plan staff to engage the patient and move the needle on health and chronic disease management.
• Learn why it’s important to reach out to patients outside of the hospital, and what methods are successful in engaging patients to both utilize
preventative services and better manage chronic diseases
• Identify how ACOs and IDS models help increase engagement, wellness, and retention while lowering the cost of care
• Understand how a provider-plan partnership impacts an organization’s brand, business strategy, member base, and communication tactics
Jonathan Griffin, MD, MHA
Vice President, Medical Homes and Innovation, St. Peter’s Hospital
Executive Committee Member, Montana Medical Association
SHARED
session
w.PatientEngagement
Summit

4. D A Y ONE – M o n day, S e p t e m b e r 8 , 2 0 1 4 ( c o n t i n u e d )
2:00 pm –
2:45 pm
PANEL DISCUSSION: Leverage Prevention Programs to Boost Wellness and the Bottom Line
Learn about innovative prevention programs that build, foster, and sustain relationships with patients while helping them adopt healthier behaviors.
Explore how these human-centered programs also work to improve brand image, wellness, and satisfaction — Vital aspects for health care organizations
in a post-reform and patient-centered landscape.
• Address patients as people — Impact consumer health behaviors and preventative utilization based on a human-centered, incentivized approach
• Design creative loyalty programs or treatment programs based on patient and consumer priorities
• Create engagement programs based on patient profiles that improve convenience, access to care, scheduling or payment simplicity for health care consumers
• Understand how these programs impact readmissions, retention, satisfaction, net promoter scores, and financial return
Neal Sofian
Director, Member Engagement
Premera Blue Cross and Blue Shield
Joe Sweet
Director, Operations and Business Development
Cleveland Clinic Wellness Enterprise
Matthew Wynia, MD, MPH, FACP
Director, Patient and Physician Engagement for Improving Health Outcomes
American Medical Association
2:45 pm –
3:15 pm
Networking and Refreshment Break
3:15 pm –
4:00 pm
Consider the Impact of Consumerism, Consolidation, and Competition on Member Retention and Services
Evaluate the impact that transparency, availability, and exchanges are having on health plan member retention and services. Discuss which differentiators,
such as value-added services, are now essential for success.
• Discuss the impact the multi-carrier exchanges are having on pricing, branding, and product design
• Increase touch points and key interactions with consumers to better understand their needs, build a dynamic profile, and improve relationships
• Recognize how network size, service excellence, and added benefits can differentiate a plan from the competition, and impact the bottom line
• Examine the increased emergence of Integrated Delivery Systems and how consolidation is affecting the market for health plans and consumers
Mary Hennings
Vice President, Market Planning Innovation and Implementation
Blue Cross and Blue Shield of Massachusetts
4:00 pm –
4:45 pm
PANEL DISCUSSION: Incorporate Consumers Perspectives into Business Strategy to Enhance Engagement
and Net Promoter Scores
In order to retain members, their needs must be at the center of your business strategy. Hear multiple plan perspectives regarding the use of consumer
focus groups and in depth research to craft outward facing platforms.
• Hold consumer focus groups to learn what customers really want, are having problems with, and want to see from your organization
• Compare the different times of consumer research and focus groups — Measure the validity of these methods
• Share research transparently throughout all levels of the organization to improve culture, understanding and net promoter scores
• Utilize identified gaps in knowledge to create engagement and health literacy programs to improve health, experience, and close gaps in care
Anne Brunson
Assistant Vice President, Customer and Provider Services
Blue Cross and Blue Shield of Rhode Island
Cheryl Osentoski
Customer Experience Architect
Priority Health
Kim Parson
Strategic Consultant, Proactive Care Strategies
Humana
4:45 pm –
5:30 pm
Leverage Big Data to Create Call Center Strategies that Improve End-to-End Convenience and Experience
Discover ways to utilize big data to streamline member experience programs and improve the bottom line.
• Integrate system-wide data streams that allow data to be converged and analyzed into a central report
• Discover how to use consumer data to predict and identify members at risk for cancelling policies, and the motivations that inspire behavioral change
• Create tiered member retention programs that base outreach efforts, channels, and messages off of risk levels and incentives
Meg Rush
Vice President, Consumer Experience and E-Marketing
WellPoint
5:30 pm –
6:30 pm
Close of Day One; Cocktail and Networking Reception
To Register: Call 800-767-9499 • Email wcreg@worldcongress.com • Visit www.worldcongress.com/MemberRetention
SHARED
session
w.PatientEngagement
Summit

5. To Register: Call 800-767-9499 • Email wcreg@worldcongress.com • Visit www.worldcongress.com/MemberRetention
D A Y t w o – T u e s day, S e p t e m b e r 9 , 2 0 1 4
7:30 am –
8:00 am
Morning Coffee
8:00 am –
8:05 am
Chairperson’s Welcome and Review of Day One
Deborah Gordon
Vice President, Marketing, Sales, and Product Strategy, Senior Products
Tufts health plan
8:05 am –
8:50 am
CASE STUDY: Transform Telesales to Improve Customer Experience, Retention, and Gain Referrals
Discover how one health plan transformed its internal sales team to create an innovative design that truly perpetuates a consumer-centric focus.
• Create a customer-focused sales training program that is based on core themes of acknowledgement, humanization, resolution, retention, and valuation
• Integrate an in-depth training program that focuses on both experience and retention for call center staff
• Discuss the challenges of re-training staff when reform forces product design and policies to change
Rick Notter
Director, IBU Marketing and Customer Acquisition
Blue Cross Blue Shield of Michigan
8:50 am –
9:35 am
Spotlight Session:
Understand Medicaid and Dual Eligible Populations to Tailor Experiences and Improve Satisfaction
Health plans and providers are using data to understand the unique ways that Medicaid and Dual Eligibles approach the health care system. Those learnings
have proven to be very helpful in the development of customer-specific products and services to fit the needs and promote retention among this large and
growing group.
• Recognize the unique characteristics, needs, opportunities, and challenges specific to the Medicaid and Dually Eligible populations
• Create products, outward facing platforms, and retention campaigns based on their needs, communication preferences, cultural style, language,
and more
• Identify successful retention and engagement programs for this complex population that impacted health spend, outcomes, and retention rates
Michael A. Rashid
President and Chief Executive Officer
AmeriHealth Caritas
9:35 am –
10:20 am
CASE STUDY: Revolutionize Member Services to Educate, Advise, and Build Consumer Relationships
Learn how one plan re-trained up to 20% of its workforce to become health care exchange advisors, and how this program built relationships
with the tens of thousands of members who had to enroll and re-enroll in plans under the ACA.
• See how the program built relationships, reputation, and brand within the community
• Discuss ways to involve local community organizations to promote health insurance benefit literacy and assist members and prospects with
enrollment, re-enrollment, or general health care questions
• Reduce acquisition costs by offering guidance and re-training employees
• Simplify the service experience to grow membership by integrating knowledgeable staff to provide convenient and timely solutions
Catherine Hamilton, PhD
Vice President, Consumer Services and Planning
Blue Cross and Blue Shield of Vermont
10:20 am –
10:50 am
Networking and Refreshment Break
10:50 am –
11:35 am
Personalize Member Communications and Retention Efforts
Catching the attention of consumers is difficult, as they are bombarded with hundreds of ads and messages on a weekly basis. Learn how to design
personalized communication strategies that enable your plan to break through the clutter, build relationships, improve retention rates, and increase
member wellness.
• Gain an overview of different communication platforms, and how behavioral economics can be applied to make messages personal and compelling
• Use tools to facilitate primary engagement — Storytelling, behavioral economics, personal goal setting, etc.
• Recognize the key partnerships needed to be seen as a credible and trusted advisor, and also gain utilization of your tools
• Understand how personalization improves consumer experience, retention efforts, wellness, and in turn the bottom line
Davis A. Klaila, PhD
Director, Behavior Change and Engagement
WellPoint
Spotlight
Session

6. To Register: Call 800-767-9499 • Email wcreg@worldcongress.com • Visit www.worldcongress.com/MemberRetention
Co-LocatedWith:
Patient Engagement SummitPatient Engagement Summit
S e p t e m b e r 8 - 9 , 2 0 1 4 • B o s t o n , M A
Strategies to Transform Patient Relations to Improve Clinical Outcomes and Chronic Disease Management
World Congress
Hospital Marketing
Innovation Summit
Advance Marketing
Strategies to
Align with
Consumer and
Health Care
EvolutionSeptember 8-9, 2014 • Hyatt Regency Boston • Boston, MA
D A Y t w o – T u e s day, S e p t e m b e r 9 , 2 0 1 4 ( c o n t i n u e d )
11:35 am –
12:30 pm
Create Value-Added Service Tools to Engage and Retain Members
• Recognize how to utilize claims, demographic, and health risk assessment data to identify consumer trends
• Make use of data analytics to create and promote value-added services, Smartphone apps, web platform tools, relevant well programs, discounts,
and services to members based on the overarching trends
• Understand how incorporating these consumer driven tools create convenience and simplicity for members, and how successful programs
differentiate plans and positively impact the bottom line
Sarah Martin
Assistant Vice President, Member Engagement
Blue Cross and Blue Shield of South Carolina
Frank A. DeFazio
Director, Customer Experience and Digital Marketing
Highmark, Inc and United Concordia Dental
12:30 pm –
1:45 pm
Luncheon
1:45 pm –
2:30 pm
CONSUMER INDUSTRY ADDRESS: Service Excellence from the Experts
Learn how one consumer service expert approaches customer service and membership relations to increase retention and promote branding.
• Discuss the expectations of consumers in terms of product, experience, and service, and how to utilize this knowledge to increase member satisfaction
• Hear preliminary results from the in-depth study one consumer organization completed that illustrates how consumers are responding and choosing
plans on exchanges
• Explore the relationship between member satisfaction and retention, and how to measure outcomes
Rick A. Johnson
Director, Health Care Practice
J.D. Power and Associates
2:30 pm –
3:15 pm
Reformat Member Retention Initiatives to Include Retail
In order to stay competitive in the post-reform landscape and retain members on a long-term scale, plans should consider incorporating a
retail-approach to their services to offer education, additional product resources, and personalized solutions for members. Hear how retention efforts
are enhanced using retail approaches.
• Identify the opportunities created by offering face-to-face advice and personalized plan offerings through retail branches
• Recognize successful retail approaches
• Evaluate the different types of retail options available, and which provide the most potential for different demographics and geographic regions
Augusta Martin
Senior Vice President, Chief Marketing Officer
MVP Health Plan
3:15 pm –
4:00 pm
ROUNDTABLE DISCUSSION GROUPS
Convene with industry experts and peers in an informal setting to discuss the biggest trends and challenges in retention and service today. Some topics of
discussion to be addressed in various small groups include:
• Measuring Consumer Experience —
Discuss how to measure consumer
satisfaction and experience in
relation to digital platforms
Facilitator:
Frank A. DeFazio
Director, Customer Experience and
Digital Marketing, Highmark, Inc
and United Concordia Dental
• End-to-End Customer Experience
and Alignment — Explore ways to
do this within multiple markets in
the call center area
Facilitator:
Denise Dragoone
Senior Vice President, Customer
Satisfaction, Excellus
Blue Cross and Blue Shield
• Senior Group Market — Recognize how
exchanges and market pressures are
changing the senior group market, and
how plans can retain these members
Facilitator:
Deborah Gordon
Vice President, Marketing, Sales, and
Product Strategy, Senior Products
Tufts Health Plan
4:00 pm Close of Summit

7. New this year:
PRSRT STD
U.S. Postage
PAID
Gallery
World Congress
500 West Cummings Park, Suite 5200
Woburn, MA 01801
HW14084
Early Bird Discount – Save up to $600 when registering before May 30, 2014!
Fee for the conference includes welcome coffee, lunch, reception, refreshments, and web-based
conference documentation available pre- and post event through a password protected web-site.
Please make checks (in U.S. funds drawn on a U.S. bank) payable to WC Research, Inc.
(No personal checks accepted. Verification may be required for in-house counsel rate to
Hospital/Academic and Government Rates.)
Please contact us should you have any special needs.
Satisfaction Guaranteed: World Congress stands behind the quality of its
conferences. If you are not satisfied with the quality of the conference, a credit will be
awarded towards a comparable World Congress conference of your choice.
Please contact us should you have any special needs!
Team Registration: Your organization may send
1 executive FREE for every 3 delegates registered. All registrations
must be made at the same time to qualify
Live Streaming Video Webcast: Get all of the mission-
critical information and insight from top thought leaders from the comfort
of your office. The live webcast will stream in real-time from the event
directly to your computer. It includes the live video and audio along with
any synchronized slide presentations if applicable. Live webcast viewers
will also be able to participate in any QA sessions. Top reasons to attend
via webcast! • Save time and added workloads from not having to leave
the office to travel and to attend in person • Gain access to teachings from
health care industry leaders from the comfort of your own office
• Be able to participate at the conference through the QA sessions like
you are there in person • Implement the strategies and the best practices
presented as they are presented without having to wait to return to the
office • Avoid the travel and hotel costs, but still benefit from the event as
if you were actually there • CME credits, when applicable • One year of
archived internet access, available 24/7
Interested in Group Rates? Please see the website.
Substitution Cancellation: Your registration may be transferred
to a member of your organization up to 24 hours in advance of the conference.
Cancellations received in writing on or before 30 days prior to the start of the event
will be refunded, less a $395 administrative charge. No refunds will be made after
this date; however, the registration fee less the $395 administrative charge can be
credited to another World Congress conference if you register within 6 months from
the date of this conference. In case of conference cancellation, World Congress’
liability is limited to refund of the conference registration fee only. World Congress
reserves the right to alter this program without prior notice.
Venue: Hyatt Regency Boston
One Avenue De Lafayette, Boston, MA, 02111
Phone: 617-912-1234 • Reservations Phone: 888-421-1442
http://regencyboston.hyatt.com
Room Rate: $249 • Cut off date: 8/17/14
Please be sure to mention WC Research Inc. when making your reservation.
Easy Ways to Register
WEBSITE
www.worldcongress.com/
MemberRetention
PHONE
800-767-9499
781-939-2400
outside the U.S.
FAX
781-939-2543
E-MAIL
wcreg@worldcongress.com
Registration Fee:
Best Value
Register By
05/30/2014
Register By
07/18/2014
Register By
09/08/2014
Standard
Conference $ 1595.00 $ 2095.00 $ 2395.00
Conference Plus 1 Workshop $ 1890.00 $ 2390.00 $ 2690.00
Workshop Only $ 295.00 $ 295.00 $ 295.00
Health Plans
Conference $ 895.00 $ 1395.00 $ 1695.00
Conference Plus 1 Workshop $ 1190.00 $ 1690.00 $ 1990.00
Workshop Only $ 295.00 $ 295.00 $ 295.00
Government
Conference $ 295.00 $ 295.00 $ 295.00
Conference Plus 1 Workshop $ 590.00 $ 590.00 $ 590.00
Workshop Only $ 295.00 $ 295.00 $ 295.00
Webcast
Conference $ 995.00 $ 995.00 $ 995.00
Conference Plus 1 Webcast Archive $ 1095.00 $ 1095.00 $ 1095.00
Webcast Archive on Flash Drive $ 995.00 $ 995.00 $ 995.00
R e g i s t e r b y M a y 3 0 , 2 0 1 4 a n d S a v e $ 8 0 0
To Register:Call 800-767-9499 • Email wcreg@worldcongress.com •Visit www.worldcongress.com/MemberRetention
Insurer’s customer
experience and
member retention summit
The 6th Annual
Optimize Consumer Experience, Call Center Operations, and Communications to Increase Engagement and Retention
S e p t e m b e r 8 - 9 , 2 0 1 4 | H y a t t R e g e n c y B o s t o n | B o s t o n , M A
• Hear how plans are shifting their priorities and resources
to adapt to rapidly changing reform requirements
• Learn about industry disrupting technologies that create
demand generation
– social and web platform innovations
– value-added apps and services for billing, prevention,
and convenience
– risk assessment predictive modeling that identifies members
at risk for cancellation
• See case examples related to patient advisory boards and focus
groups that successfully incorporate the patient perspective
into the organization
• Network with leading health care executives in a shared networking
space with the Patient Engagement Summit for Hospitals and
Providers and the Hospital Marketing Innovation Summit
Co-LocatedWith:
Patient Engagement SummitPatient Engagement Summit
S e p t e m b e r 8 - 9 , 2 0 1 4 • B o s t o n , M A
Strategies to Transform Patient Relations to Improve Clinical Outcomes and Chronic Disease Management
World Congress
Hospital Marketing
Innovation Summit
Advance Marketing
Efforts by Integrating
Digital Strategy
and Connecting
with an Evolving
Patient PopulationSeptember 8-9, 2014 • Hyatt Regency Boston • Boston, MA