“Insights alone don’t move the needle—experience does. HXI is the only category that brings them together end to end.”
Unifying technology to power consumer centricity
Health Experience & Insights (HXI) is the 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 empowers 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.
Today’s healthcare consumer experience is undermined by significant challenges, creating friction, driving churn, and leaving both organizations and the patients they serve searching for a better way forward. With HXI, we’re moving beyond traditional siloed approaches to create unified member journeys that enable both consumer and provider plan health goals.
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.1 Members’ intentions are frustrated by poor access, lack of personalization, and cumbersome processes.
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%).2 Even more striking, 75% of consumers say they’d willingly share personal health data if only organizations would actually put it to use.1
HXI enables organizations to leverage AI-powered risk models that ingest data in any format—clinical records, claims, digital behaviors—to identify high-risk members at both the population and individual level. These models continuously analyze patterns to predict care needs before they become critical, enabling proactive interventions that improve outcomes while reducing costs. By surfacing actionable trends and risk scores in real-time dashboards, teams can prioritize outreach efforts and allocate resources where they’ll have the greatest impact.
Orchestrate personalized communications across SMS/MMS, email, IVR, live agents, and portals to reach members on their preferred channel, delivering the right message at the right time. HXI’s intelligent orchestration automatically sequences touchpoints based on member preferences, response patterns, and clinical urgency, ensuring critical messages break through while avoiding communication fatigue. The result: higher engagement rates, improved care plan adherence, and stronger member relationships across every interaction.
Provide self-service tools for benefit activation, appointment scheduling, educational content, and care coordination. Reduce call-center volume while simultaneously deepening member loyalty through intuitive digital experiences that empower members to manage their health journey. From finding in-network providers to understanding coverage details, these portals transform traditionally frustrating processes into seamless interactions that build trust and drive satisfaction scores.
Health Experience & Insights allow you to maintain a 360° view of each member by unifying demographic, clinical, and engagement data to provide actionable consumer insights that align strategies across teams. This comprehensive profile enables hyper-targeted segmentation and continuous measurement of program impact, ensuring quality teams, clinical leadership, and marketing departments all work through the same pane of glass. By breaking down data silos, organizations can coordinate care efforts, personalize experiences at scale, and track outcomes across the entire member journey.
Health Experience & Insights is an enterprise-level solution that transforms healthcare delivery across the organization. By creating an integrated ecosystem where predictive insights flow seamlessly into engagement strategies, HXI enables every team to work more effectively while delivering superior member experiences.
Build an HXI strategy that clearly captures CX value across major organizational initiatives and tech investments. HXI transforms enterprise-wide CX digital strategy into reality, positioning you at the forefront of consumer-centric healthcare with measurable ROI and competitive differentiation.
Drive smarter member engagement by predicting open gaps and satisfaction issues, launching targeted outreach, and guiding members to take action. Personalized communication and self-serve tools empower members, while your team gains insights to continuously optimize CAHPS, HEDIS, and preventive screening performance. HXI’s predictive models identify at-risk members before issues escalate, enabling proactive interventions that demonstrate measurable quality improvements and member satisfaction gains.
Identify and close care gaps proactively, driving better health outcomes while reducing total cost of care. A unified view connects social determinants, engagement history, and clinical data, giving you complete context for truly holistic care that addresses root causes.
Simplify your tech stack with a unified ecosystem that eliminates the need to stitch together point solutions that create data silos and integration nightmares. HXI’s modern architecture scales with your needs while reducing maintenance overhead and security risks. Pre-built APIs and connectors mean faster deployments and lower total cost of ownership, freeing IT teams to focus on innovation rather than integration.
Deliver seamless, personalized journeys that increase member satisfaction and retention through every lifecycle stage. HXI enables you to orchestrate multi-channel campaigns that feel cohesive, using behavioral triggers and preference data to ensure every interaction adds value. Plus, easily layer experience and insights over existing CRM investments while using real-time analytics to continuously optimize based on actual outcomes.
Reduce call-center volume through self-service portals and automated communications while improving first-call resolution rates. Health Experience & Insights arms service representatives with complete member histories and predictive insights for proactive, personalized interactions.
Empower members with a modern, personalized care experience with reminders, resources, and support exactly when they need them. From intuitive portals that simplify complex benefits navigation to timely nudges that help members overcome barriers to preventive care, HXI puts members in control of their health journey while providing the cohesive and seamless experience they expect.
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HXI unifies predictive analytics, omnichannel engagement, and health portals into a single SaaS platform built on flexible data intake models, AI-driven orchestration, and a robust content hub. This architecture ensures every insight flows directly into the next member interaction, creating a closed-loop system for continuous optimization.
The role that CRMs play in health payer tech stacks varies based on how organizations manage departmental structures, member consent and preferences, and source of truth data. HXI complements a wide range of different CRM and CX strategies through flexible integration and orchestration capabilities.
| Traditional Models | |||
|---|---|---|---|
| Data Usage | Siloed; 97% of data is unused6 | Unified; all data ingested in any format, focus on data interoperability | |
| Personalization | One-size-fits-all messaging, generic experiences | AI-enabled outreach is hyper-targeted, data-driven, and context-aware | |
| AI Automation | Static, manually refreshed segments without AI automation. Ad hoc usage based on departmental needs, non-healthcare specific models | Continuous AI-driven risk modeling, personalized outreach, and smart journey orchestration. Structured, appropriate AI use in alignment with AI governance standards | |
| Journey Orchestration | Disjointed, channel-specific efforts with no coordination across touchpoints | Coordinated digital touchpoints and orchestrated multichannel journeys that adapt in real-time based on member behavior and preferences | |
As healthcare continues its acceleration of digital transformation, the convergence of insights and experience will be the linchpin for success. The next five years will see:
AI-Powered Engagement Becomes Mainstream
Healthcare organizations are rapidly adopting predictive analytics and machine learning to transform member engagement from reactive to proactive. The predictive analytics market is projected to reach $91.92 billion by 20327, growing at a 28% CAGR8, as health plans increasingly leverage AI to anticipate member needs, personalize outreach at scale, and orchestrate intelligent care journeys that improve outcomes before issues arise.
Consumer-Centric Healthcare Becomes the Standard
Consumer-centric healthcare is rapidly gaining traction, with 90% of healthcare provider executives and 100% of chief marketing officers identifying consumerism as a top organizational priority.9 This shift responds to member and patient demand, as 58% of consumers said they prioritized their personal health and wellness more now than a year ago.10
Earning Member Trust Comes to the Forefront
With 72% of health system executives listing “improve consumer experience, engagement, and trust” as a priority in 202511, organizations that fail to adapt to rising consumer expectations risk falling behind in an increasingly competitive landscape. This emphasis indicates an increasing weight healthcare leaders are placing on building long-term relationships, earning loyalty, and differentiating through experience. As digital touchpoints and member choices expand, experiences that build trust become essential to strategic advantage.
“Insights alone don’t move the needle—experience does. HXI is the only category that brings them together end to end.”
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A CRM captures and tracks consumer profile and transaction data including information like names, contact history, and case notes, which is primarily intended for sales or service workflows. It’s a great system of record!
The HXI suite of products focuses on translating member information into tailored consumer experiences that are orchestrated across populations to optimize performance and outcomes. HXI augments the information plans have about their members and allows organizations to deliver advanced engagement strategies based off unique healthcare and behavior insights not usually available in a CRM platforms.
With HXI at the CRM’s side, healthcare organizations can leverage mPulse’s proven healthcare consumer journeys and measure their healthcare outcomes effectiveness all within a closed loop environment. With HXI APIs, engagement data can be fed directly back into the CRM to maintain and support sales and service workflows.
Yes, each product from mPulse’s HXI suite is composable and can be added overtime as healthcare organizations continue their digital transformation partnership, however using multiple products together maximize the impact of HXI’s benefits such as the unified member profile capabilities.
mPulse has longstanding expertise in successfully delivering HXI technology and configuring solutions to client goals and requirements. mPulse’s professional services team manages project milestones and provides best-practice templates to accelerate time-to-value. Often, we find that starting with a few key use cases, and then building on success is the best pathway to transformation. Our dedicated, in-house client success team provides comprehensive client onboarding and ongoing support, offering guidance at every step, while our analytics and engagement consulting experts ensure continued optimization.
The mPulse HXI platform is built on HIPAA-compliant, HITRUST-certified, SOC-2-certified infrastructure. All data is encrypted at rest and in transit. Role-based access controls ensure that only authorized users can view protected information. The platform includes TCPA-compliant consent management for digital member communications, ensuring that all text messages, automated calls, and other outreach follow regulatory requirements around consumer consent and preference management. mPulse also offers periodic security audits, audit-trail logging, and supports business-associated-agreement (BAA) contracts.
Yes. HXI’s APIs and SFTP flat-file connectors let you ingest data from any source—claims, EHRs, pharmacy, lab results, care management plans, member surveys and more. HXI’s insights and data can be shared back with common platforms (e.g. Epic, Cerner, Salesforce) and our team can build custom connectors as needed.
HXI provides actionable insights via dashboards and automated reporting on key performance indicators including member engagement rates, outreach effectiveness, care-gap closures, portal adoption – across population segments and the individual member level. mPulse’s experts in analytics and engagement consult with our clients throughout the process, helping ensure success, advising on ongoing optimization, and conducting analysis that closes the loop on ROI.
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