Archives: Agenda

• The “Logistical Tax”: Quantifying how travel and site-visit frequency lead to the 30% industry-average dropout rate.
• Breaking Geographic Barriers: How Direct to/from Patient Logistics and a Global Network of Mobile Clinicians can be leveraged to extend the reach of investigator sites.
• Accelerating Time-to-Market: Real-world case study demonstrating how empathy-driven services translate into positive ROI.

• Foster seamless integration with a collaborative framework and culture
• Establish scalable, agile frameworks for both near-term and long-term growth
• Maximize FSP value: real-world examples of success

• Sharing patient experience through clinical trial case study examples
• Considering hurdles and barriers for participants and what could be improved
• Streamlining patient involvement, communication and processes to remove patient burden
• Using technology within trials: when it helps or hinders

Key takeaways: Modernizing the Claims Journey to Build Customer Trust in 2025

• Boost claims experience ratings to 95% with personalized, interactive communications
• Reduce claims meetings by 50% with proactive, timely communications

The claims process is the most emotionally charged moment in a customer’s journey. It’s a key determinant of whether they renew, leave, or become a vocal advocate. This session should frame claims modernization as a strategic lever for customer retention and satisfaction.

Build customer trust during the claims process. Send proactive, personalized communication and deliver real-time updates on claims status, next steps, and resolution timelines with EngageOne enables. Keep customers informed and reassured throughout this emotional process.

• Shift focus from chatbots to invisible operational AI guests feel.
• Use AI to boost efficiency, accuracy, and profit—keep service human.
• Tackle the data tax: surface and fix data-quality issues.
• Prioritize prediction/correction (ETL, BI, pricing, inventory) for ROI.