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Virtual Event

May 06, 2020 10:00 AM - May 07, 2020 4:45 PM

(Eastern Standard Time)

Fort Washington, PA 19034

Medical Affairs and Scientific Communications Forum

The Patient Journey – Ensuring an Optimal Customer Experience Through MI Contact Center

Session Chair(s)

Robert  Tamburri, PharmD, MBA

Robert Tamburri, PharmD, MBA

Director, Medical Information

Johnson & Johnson, United States

Amy  Van Sant, PharmD, MBA

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)

Alba  Garcia, MD, MBA

Medical Communications of the Future

Alba Garcia, MD, MBA

McKinsey & Company, Inc., United States

Engagement Manager

Leena  Jindia, PharmD, MS

Engaging the Modern Customer Through Interactive Content

Leena Jindia, PharmD, MS

Johnson & Johnson, United States

Senior Director, Medical Information

Robert  Tamburri, PharmD, MBA

Enhancing the Customer Experience with a Multichannel Offering

Robert Tamburri, PharmD, MBA

Johnson & Johnson, United States

Director, Medical Information

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