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The Patient Journey – Ensuring an Optimal Customer Experience Through MI Contact Center
Session Chair(s)
Robert Tamburri, PHARMD, MBA
Director, Medical Information , Johnson & Johnson, United States
Amy Van Sant, PHARMD, MBA
President, Medical Affairs, Inizio Engage, United States
In recent years, the channels of medical information available to different stakeholders have proliferated to elevate contact centers and take a more holistic approach to reach customers. In this session, we will explore factors that impact the Patient Journey when interacting with Medical Information contact centers. You will hear about how the evolving landscape plays a critical role in identifying customer preferences related to how they want to engage with Medical Information contact centers. You will also learn more about current approaches related to interaction platforms and interactive content being developed to enhance customer engagement.
Learning Objective :
At the conclusion of this session, participants should be able to:
- Discuss the concept of the “Patient Journey”
- Describe the current landscape of the customer journey and customer engagement preferences
- Identify examples of Omni channel offerings for Medical Information contact centers and items to consider when enhancing contact center capabilities and innovative content
Speaker(s)
Medical Communications of the Future
Engagement Manager, McKinsey & Company, Inc., United States
Engaging the Modern Customer Through Interactive Content
Senior Director, Medical Information , Johnson & Johnson, United States
Enhancing the Customer Experience with a Multichannel Offering
Director, Medical Information , Johnson & Johnson, United States
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