Personalize Patient Relationships and Connect Care Journeys with CRMSession #125, February 13, 2019

Ashwini Zenooz, MD SVP and General Manager, Healthcare and Life Sciences

@azenooz

• Understand how leading healthcare organizations are transforming engagement with technology to create seamless, personalized end-to-end journeys for patients, providers, and employees

• Discover how customer relationship management (CRM) fosters collaboration, productivity, engagement, and patient and employee satisfaction

• Learn how changing models of care delivery, patient empowerment, and consumer expectations in healthcare are shaping engagement trends

Learning Objectives

Thank You

Our Best Experience AnywhereBecomes Our Expectation Everywhere

Patient Experience and Engagement Are Becoming the Differentiators

70%said their most recent healthcare visits influence their loyalty to an organization

Source: Press Ganey

Experience of a Chronically Ill Patient…

Lugging Health Data to Every Appointment

Build an Ecosystem with the Person at the Center

Healthcare Needs a Connected Engagement Platform

Harlan Krumholz, MD

Professor of Medicine (Cardiology) and Epidemiology and Public Health

@hmkyale

Laying the Foundation for Innovation and Intelligence

James Lacey, Jr., PhD, MPH

Professor and Director, Division of Health Analytics, Department of Computational and Quantitative Medicine

@jimlaceyjr

CRM is the

Connective Tissue for Personalized Engagement and Scalable Experiences

Taking Transformation fromInvestment to Impact

Questions?

Harlan Krumholz, MD

Professor of Medicine,Cardiology

harlan-krumholz

@hmkyale

James Lacey, PhD, MPH

Professor and Director, Division of Health Analytics

jimlaceyjr

@jimlaceyjr

Ashwini Zenooz, MD

SVP and GM, Healthcare and Life Sciences

ashzenooz

@azenooz