World Congress 6th Annual Insurer's Customer Experience and Member Retention Summit

2014 Speaking Faculty

	Chrissie Blackburn Principal Advisor, Patient and Family Engagement, Institute of Innovation and Quality, University Hospitals of Cleveland

	Anne Brunson Assistant Vice President, Customer and Provider Services Blue Cross Blue Shield of RI

	Chris Daley Manager, Digital and Social Marketing UPMC Health Plan

	Frank A. DeFazio Director, Customer Experience and Digital Marketing Highmark, Inc and United Concordia Dental

	Denise Dragoone Senior Vice President, Customer Satisfaction Excellus Blue Cross and Blue Shield

	Julia Gongaware Social Marketing Manager UPMC Health Plan

	Deborah Gordon, MBA Vice President, Marketing, Sales and Product Strategy, Senior Products Tufts Health Plan

	Jonathan Griffin, MD, MHA Vice President, Medical Homes and Innovation St. Peter's Medical Center

	Catherine Hamilton, PhD Vice President, Consumer Services and Planning Blue Cross Blue Shield Vermont

	Mary N. Hennings Vice President, Market Planning, Innovation and Implementation Blue Cross Blue Shield of Massachusetts

	Rick A. Johnson Director, Health Care Practice J.D. Power and Associates

	Davis A. Klaila, Ph.D Director, Behavior Change and Engagement WellPoint

	Augusta Martin Chief Marketing Officer MVP Health Plan

	Sarah Martin Assistant Vice President, Member Engagement Blue Cross and Blue Shield of South Carolina

	Rick Notter Director, IBU Marketing and Customer Acquisition Blue Cross Blue Shield of Michigan

	Cheryl Osentoski Customer Experience Architect Priority Health

	Meg Rush Vice President, Consumer Experience and E-Marketing WellPoint

	Neal S. Sofian, MSPH Director, Member Engagement Premera Blue Cross

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