The Healthcare industry is providing a service that can make a difference of life and death. How you are made to feel during a healthcare journey, from diagnosis to treatment and on-going disease management holds great value. In other industries CX is being delivered at the highest level and the same is expected from the Pharma and Healthcare industry.
It is constantly finding innovative ways that build customer centricity, innovation, and engagement with all stakeholders. The industry needs to drive and create a sense of urgency in implementing CX strategies because great customer experiences create business value. The pharma & healthcare industries should emphasize on fostering a relationship with all partners in the healthcare ecosystem.
Join our thought-provoking Executive Roundtable where CX Innovators and Leaders from Healthcare Industry who would bring strategic insights on the table on why making healthcare organizations more customer – centric and attentive has numerous long term benefits that can very well result in a large market share for the brand. Lets explore how by using technology to its benefit seems to be the best way going forward in enhancing customer experience. All they need to do is show agility and precision in adapting to new technology.
Giving customers dynamic, positive, trustworthy and relevant experiences is the top strategic priority in the present time.
Presenting Partner
Businesses are built on the experiences they provide and every day millions of those experiences are built by Avaya (NYSE:AVYA). For over one hundred years, we’ve enabled organizations around the globe to win—by creating intelligent communications experiences for customers and employees. Avaya builds open, converged and innovative solutions to enhance and simplify communications and collaboration—in the cloud, on premise, or a hybrid of both. To grow your business, we’re committed to innovation, partnership, and a relentless focus on what’s next. We’re the technology company you trust to help you deliver Experiences that Matter.
Visit us at www.avaya.com
Who should Attend?
CXO’s / VP / President / Directors :
Customer Experience
Customer Journey
Customer Engagement
Customer Solutions
Channel Management
Business Head
Happiness Officer
Innovation & Technology
Digital Transformation
Our Speakers
Dr (Col) Prabal Deb
Chief Operating Officer, Technical Head & Senior Consultant Histopathology
Aster Labs
Manisha Kumar
Regional Chief Operating Officer
HealthCare Global
Chandradip Dass
Managing Director, India and Senior Vice President R&D
NextGen Healthcare India
Dushyant Gupta
COO
Cetas Healthcare
Chanchal Singh
General Manager | Business Head
Redcliffe Labs
Nishant Nayyar
Head of Digital Marketing
Narayana Health
Marut Setia
Vice President – Global Growth Markets & Accounts and Medical Devices
Indegene
Ashok Lingarajappa
Senior Director, Customer Digital Experiences
GE Healthcare
Brijesh Chenan
Global Innovation Leader Sotware-as-a-Service (SaaS)
Philips
Niraj Kumar Ghosh
Associate Vice President – Product and Program Management
IKS Health
Nikhil Narayan
Head, Data Science
mfine
Agenda
9:00 AM – Registration and Breakfast
9:35 AM – CX Opportunity for Healthcare – Unlocking its true potential
- How COVID – 19 changed CX expectation in the healthcare industry
- Learning from other industries and CX pitfalls to avoid
- Aligning real world patient expectation and corporate strategy by building an effective commercial model
- Importance of finding innovative but less intrusive ways of communicating and interacting
- Emphasis on Relationship building & emotional connect: Finding innovative but less intrusive ways of communicating and interacting
- Significance of having the right people at the right place delivering an experience
Session By Avaya.
9:55 AM – Roundtable Discussion: Need for Customer centric Digital Transformation – Technology to improve Customer Experience
- Importance of recognizing challenges & adopting customer centric strategies to adapt to change
- Strategies needed to implement a robust CX model
- Leveraging the power of AI & Analysis for improving CX
- Building unified experience across channels backed by customer research
- Tools to measuring the quality of patient/customer experience based on their feedback
- Customer Journey Mapping – turning failures into building blocks for success