What is HXI?

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.

Building Stronger Member Relationships Through Unified Experiences

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.

Top Health Consumer Experience Challenges

Fragmented Systems

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.1 The result is disjointed member journeys, redundant tests, and inconsistent care.

Low Member Activation

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

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

The current health consumer experience isn’t working:

of U.S. adults say healthcare fails to meet their needs3
0 %
feel healthcare experiences have gotten worse in the past year4
0 %
of insured adults had issues with their health insurance website/app in the last year5
0 %

Core Components of Health Experience & Insights

Predictive Insights

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.

Ready to enhance your end-to-end member experience?

Who Benefits from HXI?

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.

Health Plan Executives

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.

Quality Teams

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.

Clinical Leadership

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.

Technology

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.

Customer Experience

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.

Member Services & Operations

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.

Health Plan Members

Enjoy a modern, personalized care experience with reminders, resources, and support exactly when you need them. From intuitive portals that simplify complex benefits to timely nudges about preventative care, HXI puts you in control of your health journey.

Webinar

Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy

How mPulse Customers Apply HXI

Header One

Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. Sed ut perspiciatis unde omnis iste natus error sit voluptatem accusantium doloremque laudantium, totam rem aperiam,

Neque porro quisquam est, qui dolorem ipsum quia dolor sit amet, consectetur, adipisci velit, sed quia non numquam eius modi tempora incidunt ut labore et dolore magnam aliquam quaerat voluptatem. Ut enim ad minima veniam, quis nostrum exercitationem ullam corporis suscipit laboriosam,

Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. Sed ut perspiciatis unde omnis iste natus error sit voluptatem accusantium doloremque laudantium, totam rem aperiam,

Neque porro quisquam est, qui dolorem ipsum quia dolor sit amet, consectetur, adipisci velit, sed quia non numquam eius modi tempora incidunt ut labore et dolore magnam aliquam quaerat voluptatem. Ut enim ad minima veniam, quis nostrum exercitationem ullam corporis suscipit laboriosam,

Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. Sed ut perspiciatis unde omnis iste natus error sit voluptatem accusantium doloremque laudantium, totam rem aperiam,

Neque porro quisquam est, qui dolorem ipsum quia dolor sit amet, consectetur, adipisci velit, sed quia non numquam eius modi tempora incidunt ut labore et dolore magnam aliquam quaerat voluptatem. Ut enim ad minima veniam, quis nostrum exercitationem ullam corporis suscipit laboriosam,

Customer Success Stories

Add Your Heading Text Here

  • What Is Health Experience Insights (HXI)?
  • The Need for a New Category in Healthcare Consumer Experience
  • Core Components of HXI
  • Common Questions About HXI
  • Get Started with HXI
  •  

Add Your Heading Text Here

  • What Is Health Experience Insights (HXI)?

  • The Need for a New Category in Healthcare Consumer Experience

  • Core Components of HXI

  • Common Questions About HXI

  • Get Started with HXI
  •  

Add Your Heading Text Here

  • What Is Health Experience Insights (HXI)?

  • The Need for a New Category in Healthcare Consumer Experience

  • Core Components of HXI

  • Common Questions About HXI

  • Get Started with HXI
  •  

Add Your Heading Text Here

  • What Is Health Experience Insights (HXI)?

  • The Need for a New Category in Healthcare Consumer Experience

  • Core Components of HXI

  • Common Questions About HXI

  • Get Started with HXI
  •  

The Technology Behind Health Experience & Insights

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.

HXI unifies predictive analytics, omnichannel engagement, and health portals into a single SaaS platform built on flexible APIs, 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.

How HXI Stands Out

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 AI-enabled outreach is hyper-targeted, data-driven, and context-aware
AI Automation Static, manually refreshed segments – no AI. Ad hoc usage based on departmental needs, non-healthcare specific Continuous AI-driven risk modeling, personalized outreach, and smart journey orchestration. Structured, appropriate AI use at key points within technology 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

Intelligent Health Experience & Insights begin here.

The Future of HXI and Healthcare Engagement

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 

Trust in HXI 

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.

Lorem ipsum dolor sit amet

Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua.

Common Questions About HXI

How is HXI different to CRMs?

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, results 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 comprehensive client onboarding and ongoing support provide guidance at every step, while our analytics and engagement consulting 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 modular connectors let you ingest data from any source – claims, EHRs, pharmacy, lab results, member apps – and push insights or communications back into third-party systems. Pre-built integrations exist for 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, risk-stratified outreach effectiveness, care-gap closures, portal adoption, and ROI metrics. mPulse’s experts in analytics and engagement consult with our clients throughout the process, helping ensure success and advising on ongoing optimization.

TABLE OF CONTENTS

CONTACT US

Get Started with HXI

Let’s transform your end-to-end member experience. Fill out this quick form and we’ll be in touch shortly.