Areas of Expertise
I design strategies and experiences that make it easy for patients and consumers to do business with payers, providers, and retail pharma. People want to manage their care and wellness without having to call an organization. The goal is a remarkable experience for every person every time at any time on any device
Call Centers & CRM
Call centers exist because customer experience was never designed. "People call, that is why we have a call center." Actually, people call because you gave them no other viable option. A call center should exist to solve a business problem, a problem created by the business. Consider a strategy to fix the problems.
Digital Customer Experience
People, patients and consumers, want an experience like they have with other firms with which they do business--a remarkable experience every time, at any time, and on any device. To deliver that requires a strategy and design. A call center is a firm's excuse for not having an interactive customer portal.
- Health Sectors
- Digital Health, Health IT, Healthcare Delivery, Pharmaceuticals, Payers
- Markets, Health Indications, Health Issues
Global Healthcare Consumerism Leader & Chief Imaginist
IBM Global Healthcare Consumerism Leader | September 2015 - Current
Reimagining healthcare consumerism, patient & customer access, and experience, driving consumerism with the goal of deploying a strategy of cloud-based, cognitive health solutions using a mobile-first, natural language healthcare concierge. Confused? Imagine a Siri-like, fully functional healthcare concierge that can do everything except replace your hip.
Cardiovascular Institute Leadership Council of Penn Medicine | October 2012 - Current
Penn CVI promotes educational programs in cardiovascular biology and medicine to physicians, students and the general community. These programs include an NIH-sponsored training program in cardiovascular biology and medicine and a training program in clinical cardiology and pulmonary research sponsored by the Penn Center for Clinical Epidemiology and Biostatistics.