Expert insights on five ways to drive engagement

Engagement drives success in virtual care programs

In a healthcare landscape where attention is scarce and expectations are high; how can organizations inspire people to use virtual care? From connecting with long-tenured employees to digital-first generations, data, storytelling, trust-building and consistent communication are needed to meet people where they are––and move them to take action.

At Forum 2025, health plan and benefits leaders shared best practices. Their strategies show that meaningful engagement doesn’t just happen; it’s intentionally designed, measured and refined over time.

 “Engagement isn’t just about awareness,” Meg Wright noted. “It’s about building trust and connection. Whether through personalized outreach, smarter communications or simply listening more closely to what people need.”

Five ways to drive real engagement 

1. Leverage data

Data was at the heart of nearly every strategy discussed––used not just to track outcomes, but to understand who’s missing, and how to reach them. “We look closely at who’s not engaging,” Leah Morgan explained. "That tells us where we need to adapt––whether it’s a timing issue, a message, or the channel itself.”

As new strategies are deployed, Katie Himes highlighted that tracking engagement has helped them understand their results. According to Himes, Chicago Public Schools saw a 258% increase in diabetes program enrollment and a 62% increase in hypertension management in Q1 and Q2. “Data validates the work we’re doing and shows that we’re heading in the right direction.”

2. Build trust

“Our founding principle is establishing employee trust,” Himes said.
Authentic trust doesn’t stop at the employer and employee relationship. Trust that comes from transparency and flexibility are also essential in partnerships. “If a vendor isn’t willing to push beyond their comfort zone, the partnership won’t last,” Michael Cooper said.

Lori Skewes noted that trusted relationships have been key to tailoring campaigns for hard-to-reach populations at Schwan’s Company. “It’s hard to personalize at scale without help,” she said. “We work closely with our partners to segment and target messaging in ways we couldn’t do alone.”

3. Utilize storytelling

At DTE Energy, Cooper emphasized that storytelling is a powerful lever for engagement. About 150 employees over the last few years have told their story for use in different channels. “That vulnerability and authenticity inspires engagement from others,” he said.
Skewes observed that once the first person shares, “the momentum builds.”

According to Morgan, pairing storytelling with data insights helps tailor the message for greater impact. “If you know who you’re trying to reach, you can share a story that feels like it’s about them,” she said.

4. Incorporate in-person interactions

Even in a digital-first world, face-to-face touchpoints matter. Himes highlighted the power of “wellness champions,” onsite employees trained to promote health programs and connect colleagues to resources. “They’re our front-line storytellers,” she said. "When someone hears about a program from a peer, it hits differently.”

Having Teladoc Health representatives on-site also increased engagement with the program. “When employees saw there was a person behind the app, it made a huge difference,” she said.

When DTE Energy launched a Teladoc Health program for people with chronic conditions, Cooper explained they aimed to bring the program to their employees and create an opportunity to engage them. “We took the roadshow to our sites,” he said. “With clinicians introducing digital tools right where employees work––so when that moment that matters comes, they’re ready to engage.”

5. Be persistent

Engagement isn’t a one-time push—it’s an ongoing process. “We try, we learn, we tweak,” Cooper remarked. “Our people change, and so must our strategies.”

Persistence has paid off, with organizations seeing improvements in key health metrics like blood pressure control and diabetes.