From 4.3 to 4.8 Stars: How Dialogue Improved the Member Journey

Welcome to the CanadianSME Small Business Podcast, hosted by Maheen Bari. In this episode, we explore how technology, empathy, and AI come together to deliver digital healthcare at national scale without losing the human touch.Our guest is Trevor Heselton, Vice President of Member Experience at Dialogue. A seasoned product leader with over $250 million in value created across organizations like Wayfair and TELUS Digital, Trevor shares how Dialogue supports nearly a quarter of Canadians while maintaining compassionate, high quality care.Key HighlightsReducing Digital Friction: How small changes in the member journey improved follow through and care completion. AI in Clinical Workflows: How automation supports providers and members without compromising empathy. Mental Health Intake Design: Why booking and intake moments matter most and how user data shaped improvements. Scaling With Insight: How data and curiosity guide product decisions at a national healthcare scale. Clinical Excellence Leadership: What Exemplary Standing accreditation means and how it influences Dialogue’s future roadmap.Special Thanks to Our Partners:UPS: https://solutions.ups.com/ca-beunstoppable.html?WT.mc_id=BUSMEWAGoogle: https://www.google.ca/A1 Global College: https://a1globalcollege.ca/ADP Canada: https://www.adp.ca/en.aspxFor more expert insights, visit www.canadiansme.ca and subscribe to the CanadianSME Small Business Magazine. Stay innovative, stay informed, and thrive in the digital age!Disclaimer: The information shared in this podcast is for general informational purposes only and should not be considered as direct financial or business advice. Always consult with a qualified professional for advice specific to your situation.