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Dec 15, 2022


REDEFINING PERSONALIZED HEALTH: Q&A WITH GOOGLE CLOUD’S AMY WALDRON

BY

Tom Sullivan

4 min read

CX Transformation


Combining Google Cloud’s cutting-edge infrastructure with League’s consumer
experience (CX) platform enabled Highmark Health to create a next-generation
digital front door that transformed how the plan engages with members through
their entire health journey. The new collaboration, in fact, illustrates what
Amy Waldron, Global Leader for Health Plan Solutions at Google Cloud, describes
as a shared vision for more personalized health experiences at scale. 

> One of the great outcomes of this partnership has been coming together to
> build a solution that meets the needs of today and is well-equipped to take on
> the innovation and challenges of tomorrow.
> 
> AMY WALDRON
> Global Leader for Health Plan Solutions, Google Cloud

I interviewed Waldron about the technological underpinnings necessary to achieve
the organization’s shared vision and the three key considerations health plan
and health systems should take into account when deciding whether to build
proprietary digital health solutions, buy them from vendors or forge novel
healthcare partnerships that accelerate innovation and speed-to-value.  


Q: WHY IS IT SO CRITICAL FOR EXECUTIVES TO BE BUILDING STRATEGIES TO TRANSFORM
CONSUMER EXPERIENCES RIGHT NOW?

A: Today’s consumers have a tremendous number of choices and the landscape is
growing increasingly competitive. What leaders need to be thinking about is how
am I building trust with a consumer? How am I adding value? How am I convenient?
Because at the end of the day, the choices you make in your consumer engagement
strategy will make the difference between who’s in business today and who’s in
business tomorrow. Consumer preferences matter. The big question executives
often have as they’re thinking about their digital transformation strategies is:
Do I build, buy or partner for CX transformation?


Q: IN THE NEW PARTNERSHIP, GOOGLE CLOUD, LEAGUE AND HIGHMARK HEALTH JOINED
FORCES TO ENACT A SHARED VISION TO TRANSFORM MEMBER EXPERIENCES. WHAT IS THAT
SHARED VISION?

A: Google Cloud, Highmark Health and League came together to redefine the
healthcare experience. We wanted to take something that was fragmented and
complex and simplify it so people welcome the relationship they have with
healthcare. In order to do that, care has to both add value and be easily
integrated into their daily lives. 


Q: WHAT ARE THE VARIOUS TECHNOLOGY COMPONENTS THE ORGANIZATIONS BRING TOGETHER
TO ENABLE THAT SHARED VISION?

A: The technology to create this digital healthcare personalization consists of
three components. First is the security required by the healthcare industry.
Second, you need the compute power to drive personalization at scale. Third —
and probably the most magical component — is interoperability. A tremendous
amount of data exists on each and every one of us in the healthcare system, and
more and more is being created with new digital devices and point solutions
coming to bear. The interoperability of that data is critical to driving
personalization. 


Q: ARTIFICIAL INTELLIGENCE AND MACHINE LEARNING ARE ALSO CRITICAL COMPONENTS.
WHAT ROLE DO THOSE MODELS PLAY?

A: The ability to tap into AI and ML models enables League to create
personalized journeys that are actionable for individuals and relevant to their
personal interests. There is a balance between a person’s health needs and
personal needs. The benefit of integrating healthcare into people’s daily lives
is that you increase engagement, which is necessary for supporting healthier
individuals and improving health outcomes. Personalizing user journeys will
increase engagement and that will lead us down the path of improved outcomes and
reduced costs that the healthcare system so badly needs. 




Q: COMING BACK TO THE BUILD VS. BUY VS. PARTNER CONSIDERATION YOU MENTIONED
EARLIER, HOW HAS THE NATURE OF THAT DECISION CHANGED IN THE AGE OF DIGITAL
TRANSFORMATION?

A: In the past, most C-suite leaders wanted to build and own everything. The
challenge we have today is that the healthcare ecosystem is moving so fast that
companies have to make decisions. When you think about speed-to-value and when
you think about your organization’s core competencies that you actually want to
own and invest in, you have to take a step back and think through who are the
optimal partners in the ecosystem. With Highmark Health, Google Cloud and League
it was perfect because we all had an endpoint we wanted to achieve with regard
to transforming the user experience. Highmark Health has its Living Health
strategy. Google Cloud brings our transformative healthcare platform that
unlocks the value of data and drives speed-to-customization at scale. Then
League comes in with a very specific, I would say, healthy obsession with the
consumer experience to personalize, customize, and drive value. 


Q: WHAT SHOULD EXECUTIVES BE THINKING ABOUT NOW TO PROCEED WITH DIGITAL
TRANSFORMATION AND POSITION THE ENTERPRISE FOR SUCCESS?

A: As organizations are working to establish a strategy for digital
transformation, there are three key considerations: the power of the platform
they’re investing in, the speed to market that they can achieve through
partnership, and how long-term partners can help them sustain innovation for the
future.  



STATE OF HEALTHCARE CX 2023

Read top takeaways and key insights from healthcare’s premier CX transformation
event.

Download the report




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Feb 28, 2023

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Jan 18, 2023

A NEW ERA OF CARE, CLOUD, CX: Q&A WITH HIGHMARK HEALTH’S KAREN HANLON

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