Healthcare has long lagged behind other industries in consumer centricity. But that signals opportunity. In a system challenged by fragmented communication, siloed data, and historical mistrust, real transformation starts with a bold reimagining of what the member experience could be.
With Health Experience & Insights (HXI), we’re shifting from transactional outreach to truly connected engagement. By unifying data, breaking down silos, and leveraging innovative technology, we’re building a future where trust is earned, collaboration is seamless, and member experience drives better health outcomes. It’s not just a shift in technology and design, it’s a mindset shift toward a healthcare system that finally puts people at the center.
Today’s healthcare consumer experience is undermined by significant challenges, creating friction, driving churn, and leaving both organizations and the members and patients they serve searching for a better way forward.
These challenges—disjointed systems, uncoordinated data, and outdated communication models—not only create friction but also prevent healthcare organizations from acting as one cohesive unit. Instead of supporting proactive and personalized care, these barriers lead to reactive engagement, redundant workflows, and inconsistent messaging. As a result, members often receive fragmented support that doesn’t reflect their needs, while organizations miss critical opportunities to intervene early, streamline care journeys, and build long-term loyalty. Overcoming these systemic roadblocks is key to achieving the connected, human-centered healthcare experience that benefits members and organizations alike.
The current health consumer experience isn’t working:
Fusing the Fragments
Healthcare’s path to digital transformation has been incremental and painfully fragmented. Decades-old platforms and one-off point solutions sit side-by-side, with little ability to share data or workflows. Health organizations are acutely aware of these challenges, with 80% of global health-system executives ranking legacy systems among their top two concerns. The result is disjointed member journeys, redundant tests, and inconsistent care.
HXI bridges these fractures with a composable, future-ready ecosystem designed to unify disconnected technologies into a single, seamless experience. Through its interoperable architecture and modular design, HXI integrates data across legacy systems, EMRs, CRMs, and engagement platforms—transforming fragmented operations into coordinated member journeys. This creates a single pane of glass for healthcare organizations, empowering them to eliminate redundancies, close communication gaps, and deliver timely, connected care across the entire journey.
Inspiring Members to Action
Most members want to take charge of their health but lack the tools to do so. Only 40% of consumers feel equipped to actively manage their health, despite 85% saying they want to be involved in care decisions. Members’ intentions are frustrated by poor access, lack of personalization, and cumbersome processes.
HXI empowers members with intuitive, personalized, and proactive engagement that transforms intent into action. By leveraging behavioral insights, predictive models, and AI-driven outreach, HXI delivers timely nudges, reminders, and support across members’ preferred channels. Combined with intelligent health portals and simplified self-service options, members are no longer passive recipients of care—they become active participants, guided through each step of their unique health journey with clarity, confidence, and control.
Connecting Data
Data silos prevent a truly holistic view of each member, making it impossible to anticipate needs or personalize outreach. Fewer than half of organizations leverage real-time data for identifying care gaps (47%) or building patient cohorts (39%). Even more striking, 75% of consumers say they’d willingly share personal health data if only organizations would actually put it to use.
HXI activates the full potential of health data by connecting, analyzing, and applying it in real time. Unified Member Profiles consolidate medical, behavioral, and engagement data into a single, intelligent view—one that continuously updates with every interaction. Advanced analytics and machine learning models transform this data into actionable insights, enabling hyper-personalized outreach and dynamic care orchestration. The result is a smarter system—one that anticipates needs, closes gaps before they widen, and earns members’ trust by turning their data into meaningful, measurable outcomes.
Dive into HXI and learn how it's shaping the future of health engagement.
Solving Some of Healthcare’s Biggest Engagement Challenges with HXI
Enter HIX.
Health Experience & Insights (HXI) is a new approach to consumer experience uniting advanced analytics, personalized engagement, and self-service health portals into a composable, integrated ecosystem. By combining healthcare behavior predictions with AI-driven outreach and intuitive portal experiences, HXI can combat these common industry challenge and empower healthcare organizations to anticipate member needs, guide them through end-to-end, tailored health journeys, and achieve health outcomes through a single partner and platform.
Unlike point solutions or systems of record, HXI fills in the gaps, effectively bridging the divide between data and experience: insights generated from every member interaction feed directly into the next engagement touchpoint, creating a continuous feedback loop that orchestrates better health outcomes, higher satisfaction, and lower costs.
But what exactly are the component and implications of HXI, and how can it reshape the future of healthcare engagement?
To fully explore HXI and learn how it can transform your organization’s member engagement strategies, visit our recently released HXI resource that dives deep into:
- precisely how HXI leverages predictive insights to anticipate member needs, orchestrates tailored health journeys, and ultimately drives better health outcomes, greater satisfaction, and reduced costs.
- The core components of HXI—Predictive Insights, Omnichannel Engagement, Health Portals, and Unified Member Profiles—and how they seamlessly work together.
- The technology behind HXI and how it interacts with your existing tech stack
- Our predictions around the growth and future of HIX in healthcare
If you’re a health plan executive aiming for measurable ROI, a quality team leader looking to improve CAHPS and HEDIS scores, clinical leadership focused on closing care gaps, or part of member services seeking higher efficiency, this deep dive into this new technology will be vital to transforming healthcare delivery within your organization.
What is HXI?
Discover how Health Experience Insights (HXI) transform engagement strategies—this strategic resource breaks down the core pillars of HXI and how it drives better health outcomes.
