RESOURCES
White Paper

The Member-Centered Path to Sustainable Performance: Aligning Outcomes, Experience, and Margin

Health plans aren’t struggling to invest—they’re struggling to turn that investment into meaningful performance. Based on insights from healthcare executives across payer, provider, and pharmacy organizations, this brief explores why traditional approaches fall short—and how focusing on member action can improve cost of care, retention, and long-term margin.
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Key Takeaways

  • Understand why increased outreach investment does not always translate into better performance
  • Learn how health plans can align outcomes, member experience, and margin
  • Use member-centered engagement to support more sustainable health plan performance

Overview

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Summary

This virtual event, which is Part 1 of a three-part series, explores how artificial intelligence is fundamentally breaking the traditional SaaS model. Because AI makes customers more productive with fewer seats, the old SaaS engine of expanding user adoption is effectively going in reverse. You will learn why vendors must transition from selling software tools to taking on the risk of guaranteeing business outcomes through the new DARE (Design, Activate, Realize, Evolve) framework.

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Challenges

The old LAER model fails because it is unable to cross the 'AI Adoption Chasm,' which is characterized by systemic hurdles like fragmented infrastructure, a severe global talent shortage, and strategic ambiguity about use cases. While the SaaS model relied on software usage as a success metric, AI 'usage' is often a cost center or a sign of inefficiency, placing immense pressure on providers to fundamentally shift how they deliver value.