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From Access to Action: How WEX Is Rebuilding the Benefits Experience
Benefits experience is moving from access to action. Showing members their accounts is no longer enough. The experiences that earn real use are the ones that tell members what to do next, in the moment they need to act. Most portals still stop at access, and the cost lands on HR: confused employees, repeat questions, and benefits programs that can't prove their own value.
In this session, WEX shows what closing that gap looks like. Its New Consumer Experience is a unified web portal and native mobile app built on one set of accounts, with AI-powered guidance embedded in the task flow. See it live as a member checks a balance, submits a claim, captures a receipt at the pharmacy counter, and gets routed to the next step.
The through line is utilization. When members know what to do next, they use more of what they're enrolled in, escalate less to HR, and generate the engagement data that finally makes a more credible ROI story possible. This session will walk through the "access to action" model behind the rebuild, show the mobile workflows built for benefits moments that happen away from a desk, and share how HR and benefits leaders can put this shift to work on retention, support burden, and utilization.
You’ll leave with a working model for what "access to action" looks like in practice, a first look at the new portal and mobile app, and a preview of where AI-guided navigation goes next.
In this session, WEX shows what closing that gap looks like. Its New Consumer Experience is a unified web portal and native mobile app built on one set of accounts, with AI-powered guidance embedded in the task flow. See it live as a member checks a balance, submits a claim, captures a receipt at the pharmacy counter, and gets routed to the next step.
The through line is utilization. When members know what to do next, they use more of what they're enrolled in, escalate less to HR, and generate the engagement data that finally makes a more credible ROI story possible. This session will walk through the "access to action" model behind the rebuild, show the mobile workflows built for benefits moments that happen away from a desk, and share how HR and benefits leaders can put this shift to work on retention, support burden, and utilization.
You’ll leave with a working model for what "access to action" looks like in practice, a first look at the new portal and mobile app, and a preview of where AI-guided navigation goes next.
Learning Objective 1
Apply the “access to action” model to evaluate whether benefits experiences guide employees toward clear, timely next steps—not simply display account information.
Learning Objective 2
Identify mobile and AI-guided workflows that can increase benefits utilization, reduce employee confusion, and lessen HR’s support burden.
Learning Objective 3
Connect member engagement data to business outcomes such as program ROI, employee retention, productivity, and benefits value.
Access Level
Open to All Pass Holders