David Shapiro

Bio:

David Shapiro is a purpose-driven CX advocate spending his 30-year career understanding the unique needs of individual consumers and then applying data, technology, and innovative solutions to meet those needs, while driving business outcomes of growth, operational efficiencies, and consumer/member experience.

As the SVP & GM of Member Experience for Press Ganey, David is accountable for growth, product development and a client-centric delivery model that is rooted in the data, technology, and expertise which Press Ganey delivers through its people, analytics and the Human Experience platform.

David spent 17 years at UnitedHealthcare where he most recently was their Chief Experience Officer pioneering and advocating for member experience. He was responsible for developing the first end-to-end consumer measurement strategy that has become the foundation for experience measurement across UnitedHealth Group. David brings the voice of members and their pain points to everyday conversations, creating cultural movements from front-line employees to C-level Executives. His human centered design focus and its connection to actual member-level data, analytics and insights helps organization drive actionable programs and projects designed around orchestrated member journeys and targeted towards key outcomes such as Medicare Advantage growth, Stars, NPS and Provider Experience.

Prior to joining UHG, David spent 12 years consulting with Accenture in Customer Relationship Management. While at Accenture he worked with numerous Fortune 500 companies to develop strategies and implement consumer facing solutions to improve upon the customer experience. While there, he helped develop two practices: Insight Driven Interactions and Contact Center Transformation.

Through this data driven mindset, David has developed two patents, both with a foundation of leveraging real-time, consumer data to drive targeted actions.

David received his Bachelor of Science in Industrial Management at Carnegie Mellon University and a Healthcare MBA at the University of St. Thomas. Outside of work, David spends time with his wife Stephanie and their four boys as well as supporting their family run non-profit in Port-au-Price, Haiti called Sprint to Cite Soleil. He is also a long-time, high school soccer coach and enjoys playing golf and guitar during down time.