Day Two: Converting to a Customer First Culture & Working Across Silos
Tuesday, March 24th, 2020
Today’s consumer interacts with you through more channels then ever, so it’s more important than ever to optimize every touch point that you have with them. In order to convert prospects, satisfy current customers and retain them,you need to make the experience they have with you seamless no matter the channel. In this solutions focused keynote, you’ll leave with specific takeaways to exceed the expectations of today’s connected consumer. Susan Moon established and currently leads the digital experience center at Kaiser Permanente, which has responsibility for all member and market facing digital services including kp.org and mobile applications. She is well suited to speak to this topics as she works closely with marketing partners, business, clinical, and technology leaders to define the Consumer Digital Strategy.