To achieve measurable gains in outcomes, quality, and cost containment, health plans must evolve their engagement strategies and move beyond traditional outreach to embrace AI-powered, equity-centered, behaviorally informed engagement that empowers members to take meaningful action. This evolution must also include intuitive digital experiences: predictive insights, behaviorally informed digital engagement and self-service tools and portals that give members easy access to the resources they need, when they need them, creating trust and reducing friction.
Still, AI is not a magic wand. Its meteoric rise since 2023 and its profound global impact have been extraordinary, but health remains deeply human. Real transformation happens when AI capabilities (like Machine Learning and LLMs) are paired with thoughtful, people-centered program design. Combined with frictionless digital access points, such as mPulse portals and self-service solutions, health plans can deliver experiences that not only engage but also empower members.
That is what this guidebook provides: a roadmap for health plan leaders across marketing, operations, technology, programs, and quality to navigate the merging of advanced AI-powered analytics, personalized digital engagement, and scalable self-service tools: a combination that creates impact far beyond what each element can do on its own.
mPulse, a leader in digital engagement and communications solutions for the healthcare industry, is transforming consumer experiences to deliver better, more equitable health outcomes. By combining AI-powered analytics, omnichannel outreach, and digital health navigation technology, mPulse creates personalized health journeys and provides advanced insights to facilitate collaboration across the healthcare ecosystem. With over a decade of experience and more than 4 billion consumer-related transactions annually, mPulse is the trusted health experience and insights partner for over 450 healthcare organizations.
