
Exchanges with Hitachi Solutions — The Podcast
We are Hitachi Solutions. A global, Microsoft systems integrator delivering end-to-end business transformation through advisory services, industry and technology expertise, and implementation excellence. Join us as our team shares how we’re working with customers just like you — delivering outcomes, tackling challenges, and leveraging technology to accelerate their business modernization initiatives.
Exchanges with Hitachi Solutions — The Podcast
Transforming the Healthcare Service Experience: Overcoming Declining CX Trends with Personalization, Data, and Technology Transformation
Forrester’s 2024 US Health Insurers Customer Experience Index Rankings highlighted the continuing decline the industry has been facing for several years with a noticeable area of decline being digital experiences.
Despite this trend, many organizations are shifting their focus from customer experience to broader strategies that emphasize revenue goals and technology transformation.
In this episode of Exchanges, host Hannah Story joins guests Rich Hackenberg and Dave Horstein, as they discuss the opportunity health insurers have in front of them as they face the challenge of declining CX and the opportunity that comes with transformation.
In this episode, you’ll hear from Rich and Dave as they discuss:
- The role of personalization and data in enhancing experiences and generating revenue
- Aligning strategic business goals with technology investments
- How mapping the member journey can lead to success
global.hitachi-solutions.com
People on this episode

Adam Piercy, Microsoft Dynamics Sales Capabilities Lead, Hitachi Solutions
Host
Brad Koontz, Hitachi Solutions VP of Industry Solution Sales
Host
Dave Horstein, Hitachi Solutions Advisory Senior Director
Host
Hannah Story
Host
Jeffrey Lipkowitz
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Joel Lindstrom, Senior Director — Low Code, Hitachi Solutions Tech Hub of Rapid Solution Development
Host
Jonathan Yundt, Regulated Industry Director, Hitachi Solutions
Host
Keith Shoulders, Scrum Master Team Lead, Hitachi Solutions Project Services
Host
Leah Quartano Bowling, Hitachi Solutions VP, Insurance & Healthcare
Co-host
Sharan Hildebrand, Hitachi Solutions VP, Global Group Partnerships
Co-hostDave Horstein, Hitachi Solutions NA Senior Director of Advisory
Guest