Geeta Wilson

Geeta Wilson

Job Title: Vice President - Consumer Experience Enterprise Transformation

Company: Humana

Geeta Wilson is an innovative, transformational Customer Experience visionary with both domestic and international experience in start-ups and Fortune 500 companies. She is a dynamic, results-oriented leader who brings the spirit of a start-up to large matrixed organizations while returning measurable business impact.

In her role as VP of Consumer Experience Transformation at Humana, Geeta has built a consumer-centric movement that leverages Lean Six Sigma, Design Thinking, Lean Start-up, and Agile to accelerate experience improvements for Humana’s health plan members.

Geeta and her team bring to bear rapid developments in technology while balancing analog consumer experiences with on-demand digital platforms. Using big-data analytics, artificial intelligence, machine learning, and omni-channel capabilities, the team supports Humana’s Integrated Care Delivery strategy for engaging its members on their health journey.

Geeta was recognized by MM&M as one of its 2017 Top 40 Healthcare Transformers and by American City Business Journals among its 2017 “People to Know.” She has been featured in Forbes, The Wall Street Journal, and Inc. Magazine.

Speaking at the following:

10:15am - 10:45pm
Panel discussion: Bridging the gap between promise and reality

• Matching greater customer choice, knowledge, information and power to your CX and CS strategies • Your brand promise is determined by the customer’s experience and nothing else • Redefining your organisational structure to put the customer first • Who is really responsible for driving end-to-end customer experience in the organisation • Dealing with the… Read more.

11:15am - 11:45am
Keynote: The new CX Playbook: AI, consumer-centric data, predicting success – and boosting badness

• Observing and acting on what customers are trying to do and why • Telling the whole story: Data in the context of consumer decisions • Creating products your customers want to hire – to get the job done • Avoiding mediocrity by purposely focusing on the wrong things • Predicting how you innovate and… Read more.