Collaborative Healthcare Summit 2013 Video: Healthcare Think Tank - CRM - Improving and Expanding Customer Service and Care Management in the Post-reform Era (Bill Shea)
Pega Collaborative Healthcare Summit 2013
Healthcare Think Tank: CRM - Improving and Expanding Customer Service and Care Management in the Post-reform Era
Bill Shea, Cognizant
This session focuses on the expanding use of multi-channel CRM, with emphasis on how it is advancing integrated customer service and care management. This timely Think Tank provides insights into how the merging of service and care addresses emerging market shifts from ACOs, patient centered medical homes, consumerism, care collaboration and connected health. The assembled Think Tank will share their vision and know-how about transformation to disrupt the cost curve, the power and value of comprehensive care management, as well as contact-center based care management here and abroad.