Christer Johnson leads EY’s Analytics Advisory services for the Healthcare Sector in the Americas. Christer brings 24 years of experience leveraging advanced analytics, machine learning, and big data techniques to help his clients improve the efficiency and effectiveness of business decisions and processes across many industries such as government, transportation, consumer packaged goods, healthcare, insurance, life sciences, and telecommunications. Christer joined E&Y in 2013 after a 19-year career at IBM. From 2008 to 2012 he led leading Advanced Analytics Consulting Services across North America, where he leveraged descriptive, predictive, and prescriptive analytics to report, identify, and capture operational cost saving and/or revenue enhancing opportunities for clients.
For many years, companies in the retail, telecom, insurance, and banking industries have used machine learning (ML) techniques to analyze terabytes of real-time data representing a wide range of customer interactions (across all channels), demographic characteristics, and lifestyle events. This session will explain how CIGNA has leveraged some of the ML techniques used to influence consumer behavior in other industries for their own purpose of influencing consumer behaviors towards lower medical costs and better healthcare outcomes. One example to be discussed is how they used a combination of claims, demographic, lab, call center, and click-stream data from web-interactions and mobile phone interactions to improve the timing, channel, and content they use to engage members with chronic conditions in coaching that lowers medical costs and improves healthcare outcomes for those patients.