Medical Information and Communications Conference and Exhibition

The session will cover a holistic approach to medical information. Patients’ and healthcare professionals’ needs are rapidly evolving and we are faced with new interaction demands, offering both challenges and opportunities. Susan will explain how to focus on expanding self-service and digital channel offerings and migrating customers to the most appropriate channel for their inquiry, so that we can improve customer engagement and enable MI to be ready for future demands. Besides an improved customer journey, one of the key topics in a communication is safety. Restoring key functionality with minimum disruption to internal and external customers in case of a malware attack is also important. Jenny will share an experience about a ransomware attack was activated on their systems and how they reacted, managed the immediate impact on their systems, clients and reporting requirements. She will share how their business continuity plans were implemented in the situation and where needs for improvement were identified.