After stints at Nike and Kohl’s, Elevance Health’s CDIO pivots to using tech to bring more ‘delight’ to healthcare

February 26, 2026 - 03:18

After decades shaping digital experiences for shoppers at giants like Nike and Kohl's, Ratnakar Lavu is applying a merchant's mindset to a new frontier: healthcare. As the Chief Digital and Information Officer at Elevance Health, Lavu is on a mission to inject a dose of "delight" into an industry often associated with complexity and frustration.

Lavu believes the core principles that drive successful retail—convenience, personalization, and seamless engagement—are precisely what healthcare lacks. His strategy involves leveraging technology not just for backend efficiency, but to create intuitive, proactive, and positive front-end experiences for members. He envisions a system where navigating benefits, finding a doctor, or managing health conditions feels less like a chore and more like a curated, supportive journey.

"The healthcare industry is going through a massive transformation," Lavu notes, drawing a parallel to retail's digital revolution. He points to the potential of data and AI to anticipate needs, simplify processes, and offer tailored guidance, much like a favorite shopping app recommends products. This shift, he argues, is critical for improving both consumer satisfaction and health outcomes.

For Lavu, the goal is clear: to make interacting with healthcare as smooth and unexpectedly pleasant as a great retail experience. By focusing on the human element and borrowing proven tactics from consumer industries, he aims to build a digital ecosystem where support is intuitive and the path to well-being feels a little brighter.