When Point32Health set out to modernize its member experience, the challenge wasn’t just choosing the right technology—it was aligning cross-organizational leadership around how to move forward, what to prioritize, and how to scale across a complex, newly merged organization.
In this roundtable, Bill Gerlach and Raj Kurup share how close collaboration between CX and engineering helped Point32Health shift from a “build vs. buy” mindset to a “buy and scale” strategy designed to support self-service, reduce operational strain on the call center, and deliver a unified digital experience across Harvard Pilgrim Health Care and Tufts Health Plan. Moderated by Julie Merritt, the conversation focuses on how they navigated the decision-making process—and what other healthcare leaders can learn from aligning early, before execution begins.