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Tuesday, June 15 • 1:00pm - 1:30pm
Case Study: Improve Customer Experience Through a Holistic Engagement Model

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  • Discuss how engaging all customers and influencers (patients, HCPs, payors, office staff) across the journey can have a valuable impact on customer experience 
  • Developing an agile approach through principles of customer experience by being holistic and starting small  
  • Take a deep dive in to other industries to analyze their engagement models and how we can learn from them  
  • Balance metrics and structure to ensure enhanced customer engagement 

avatar for Jessica Saperstein

Jessica Saperstein

Head of Customer Experience & Consumer Marketing, Novartis
Jessica Saperstein leads the Customer Experience and Marketing at Novartis. In this role, she is accountable for marketing innovation across multiple brand indications and channels. Jessica’s team is focused on applying digital tools to improve marketing efficiency and enhance the... Read More →

Tuesday June 15, 2021 1:00pm - 1:30pm EDT