Interaction Analytics

Interaction Analytics: Leveraging an AI-powered omnichannel tool to analyze, measure, and uncover insights to improve the customer experience

 

Tuesday, September 20

1:30 PM – 2:30 PM


Session description coming soon



 

Mike-Davis-300x300.jpgMike Davis
President and chief operating officer
Dominion National
Mike Davis is a founder of Dominion National and is responsible for the company. Davis has nearly 30 years of experience in dental benefits and had served in various executive positions with MIDA Dental Plans, a successful DHMO in the mid-Atlantic region, before establishing Dominion. Davis has been instrumental in driving the innovation of Dominion’s systems, services, and plans since its inception in 1996. He has recently led the company’s pursuit of teledentistry to improve outcomes, member satisfaction, and experience. Under Davis’ leadership, Dominion has grown to serve over 900,000 members, offer access to over 350,000 national dentist listings, and employ a staff of over 200. Dominion’s expansion offering benefits to commercial groups, individuals, and health plans resulted in the company’s 2016 rebrand to Dominion National. Davis helped Dominion become one of the first dental benefits providers in its region to introduce interactive, online benefits administration and other groundbreaking models and technologies to improve the client experience. Over the past decade, Dominion also became known for its innovative online dental programs for individuals and associations. Davis participates on several boards, including Dominion National and a regional DSO. He earned a bachelor’s degree from Radford University.

 

Ambrielle-Palmore-300x300.jpgAmbrielle Palmore
Supervisor, Customer Service
Dominion National
Ambrielle Palmore supervises Dominion National’s Medicare customer service team, which serves over 250,000 Medicare members on behalf of Dominion’s health plan partners. She specializes in interaction analytics and helped lead the implementation of Dominion’s interaction analytics program designed to analyze, measure and uncover insights to drive customer experience improvements. Ambrielle serves on Dominion’s Customer Experience Management Committee to identify and execute solutions that improve member satisfaction and retention. Ambrielle has over a decade of call center management experience and holds a Pharmacy Tech certification.




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