{"id":22998,"date":"2021-06-16T18:18:44","date_gmt":"2021-06-16T18:18:44","guid":{"rendered":"https:\/\/digitalhealthcoalition.org\/?page_id=22998"},"modified":"2021-09-14T17:58:23","modified_gmt":"2021-09-14T17:58:23","slug":"article-customer-experience-roadmap-paved-in-empathy-amy-turnquist-june-2021","status":"publish","type":"page","link":"https:\/\/digitalhealthcoalition.org\/?page_id=22998","title":{"rendered":"Article: The Customer Experience Roadmap is Paved in Empathy &#038; Emotion &#8211; Amy Turnquist &#8211; June 2021"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"22998\" class=\"elementor elementor-22998\" data-elementor-post-type=\"page\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-a703b42 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"a703b42\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-1a50512\" data-id=\"1a50512\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-91af205 elementor-widget elementor-widget-heading\" data-id=\"91af205\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h6 class=\"elementor-heading-title elementor-size-default\">Insights with Innovators<\/h6>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-fb5c183 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"fb5c183\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-118f353\" data-id=\"118f353\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-2228459 elementor-widget elementor-widget-heading\" data-id=\"2228459\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">The Customer Experience Roadmap is Paved in Empathy &amp; Emotion<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-88d880f elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"88d880f\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-20 elementor-inner-column elementor-element elementor-element-5711b90\" data-id=\"5711b90\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-e514407 elementor-view-default elementor-widget elementor-widget-icon\" data-id=\"e514407\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-wrapper\">\n\t\t\t<div class=\"elementor-icon\">\n\t\t\t<i aria-hidden=\"true\" class=\"far fa-calendar-alt\"><\/i>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-20 elementor-inner-column elementor-element elementor-element-4d1a83f\" data-id=\"4d1a83f\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-4d44d5c elementor-widget elementor-widget-heading\" data-id=\"4d44d5c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h5 class=\"elementor-heading-title elementor-size-default\">June 2021<\/h5>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-20 elementor-inner-column elementor-element elementor-element-04a34ae elementor-hidden-phone\" data-id=\"04a34ae\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-f85efbb elementor-widget elementor-widget-heading\" data-id=\"f85efbb\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h5 class=\"elementor-heading-title elementor-size-default\">|<\/h5>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-20 elementor-inner-column elementor-element elementor-element-df63281\" data-id=\"df63281\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-3bca03c elementor-widget elementor-widget-image\" data-id=\"3bca03c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"150\" height=\"150\" src=\"https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2021\/06\/amy-turnquist-headshot-square-150x150.jpg\" class=\"attachment-thumbnail size-thumbnail wp-image-23004\" alt=\"Amy Turnquist\" srcset=\"https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2021\/06\/amy-turnquist-headshot-square-150x150.jpg 150w, https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2021\/06\/amy-turnquist-headshot-square.jpg 200w\" sizes=\"(max-width: 150px) 100vw, 150px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-20 elementor-inner-column elementor-element elementor-element-038cefb\" data-id=\"038cefb\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-a0f04e1 elementor-widget elementor-widget-text-editor\" data-id=\"a0f04e1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/www.linkedin.com\/in\/amyturnquist\"><strong>Amy Turnquist<\/strong><\/a>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-88ecb9b elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"88ecb9b\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-12 elementor-inner-column elementor-element elementor-element-ab28f6a elementor-hidden-desktop elementor-hidden-tablet elementor-hidden-phone\" data-id=\"ab28f6a\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-480d90d elementor-widget elementor-widget-image\" data-id=\"480d90d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"150\" height=\"150\" src=\"https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2021\/06\/amy-turnquist-headshot-square-150x150.jpg\" class=\"attachment-thumbnail size-thumbnail wp-image-23004\" alt=\"Amy Turnquist\" srcset=\"https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2021\/06\/amy-turnquist-headshot-square-150x150.jpg 150w, https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2021\/06\/amy-turnquist-headshot-square.jpg 200w\" sizes=\"(max-width: 150px) 100vw, 150px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-12 elementor-inner-column elementor-element elementor-element-e2490e0 elementor-hidden-desktop elementor-hidden-tablet elementor-hidden-phone\" data-id=\"e2490e0\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-b785fe9 elementor-widget elementor-widget-text-editor\" data-id=\"b785fe9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/www.linkedin.com\/in\/amyturnquist\"><strong>Amy Turnquist<\/strong><\/a>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-12 elementor-inner-column elementor-element elementor-element-64d52c4 elementor-hidden-desktop elementor-hidden-tablet elementor-hidden-phone\" data-id=\"64d52c4\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-13ecb9a elementor-widget elementor-widget-image\" data-id=\"13ecb9a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"150\" height=\"150\" src=\"https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2020\/08\/christine-franklin-headshot-square-150x150.jpg\" class=\"attachment-thumbnail size-thumbnail wp-image-14517\" alt=\"christine franklin\" srcset=\"https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2020\/08\/christine-franklin-headshot-square-150x150.jpg 150w, https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2020\/08\/christine-franklin-headshot-square.jpg 260w\" sizes=\"(max-width: 150px) 100vw, 150px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-12 elementor-inner-column elementor-element elementor-element-d5b5534 elementor-hidden-desktop elementor-hidden-tablet elementor-hidden-phone\" data-id=\"d5b5534\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-0e09db9 elementor-widget elementor-widget-text-editor\" data-id=\"0e09db9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><a href=\"https:\/\/www.linkedin.com\/in\/christine-franklin-b24916b\"><strong>Christine Franklin<\/strong><\/a><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-12 elementor-inner-column elementor-element elementor-element-4159733 elementor-hidden-desktop elementor-hidden-tablet elementor-hidden-phone\" data-id=\"4159733\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-72fae27 elementor-widget elementor-widget-image\" data-id=\"72fae27\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"150\" height=\"150\" src=\"https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2021\/03\/amy-baumann-headshot-150x150.jpg\" class=\"attachment-thumbnail size-thumbnail wp-image-19729\" alt=\"\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-12 elementor-inner-column elementor-element elementor-element-84938f6 elementor-hidden-desktop elementor-hidden-tablet elementor-hidden-phone\" data-id=\"84938f6\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-56718d4 elementor-widget elementor-widget-text-editor\" data-id=\"56718d4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Amy Baumann<\/strong><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-12 elementor-inner-column elementor-element elementor-element-aa1554f elementor-hidden-desktop elementor-hidden-tablet elementor-hidden-phone\" data-id=\"aa1554f\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-3b19c38 elementor-widget elementor-widget-image\" data-id=\"3b19c38\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"150\" height=\"150\" src=\"https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2021\/03\/steven-xie-headshot-150x150.jpg\" class=\"attachment-thumbnail size-thumbnail wp-image-19733\" alt=\"Steven Xie\" srcset=\"https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2021\/03\/steven-xie-headshot-150x150.jpg 150w, https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2021\/03\/steven-xie-headshot.jpg 200w\" sizes=\"(max-width: 150px) 100vw, 150px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-12 elementor-inner-column elementor-element elementor-element-6be881f elementor-hidden-desktop elementor-hidden-tablet elementor-hidden-phone\" data-id=\"6be881f\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-7e7b065 elementor-widget elementor-widget-text-editor\" data-id=\"7e7b065\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Steven Xie<\/strong><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-251268c elementor-section-height-min-height elementor-section-boxed elementor-section-height-default elementor-section-items-middle\" data-id=\"251268c\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-9cb07d0\" data-id=\"9cb07d0\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-f1cb1c9 elementor-widget elementor-widget-image\" data-id=\"f1cb1c9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1280\" height=\"654\" src=\"https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2021\/06\/customer-experience-3653375-1280.jpg\" class=\"attachment-full size-full wp-image-23092\" alt=\"customer experience\" srcset=\"https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2021\/06\/customer-experience-3653375-1280.jpg 1280w, https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2021\/06\/customer-experience-3653375-1280-300x153.jpg 300w, https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2021\/06\/customer-experience-3653375-1280-1024x523.jpg 1024w, https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2021\/06\/customer-experience-3653375-1280-600x307.jpg 600w, https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2021\/06\/customer-experience-3653375-1280-768x392.jpg 768w\" sizes=\"(max-width: 1280px) 100vw, 1280px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-b8a2246 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"b8a2246\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-5b6986d\" data-id=\"5b6986d\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-63e74f9 elementor-widget elementor-widget-heading\" data-id=\"63e74f9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Summary<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7590e40 elementor-widget elementor-widget-text-editor\" data-id=\"7590e40\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tWhat can Pharma learn from Petco, Disney and even your preferred brand of laundry detergent about how to create deeper connections with providers, patients, and caregivers? Last month, at the Digital Health Coalition\u2019s Virtual Summit, we heard from leaders of these organizations \u2013 as well as top CX experts in Pharma \u2013 about the universal role that empathy and emotion play in creating exceptional experiences, building trust, and establishing brand affinity. \t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-62f58ac elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"62f58ac\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-extended\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-bc30008\" data-id=\"bc30008\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-70ca19a elementor-widget elementor-widget-heading\" data-id=\"70ca19a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Putting Emotion at the Center <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-55da0b6 elementor-widget elementor-widget-text-editor\" data-id=\"55da0b6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Decisions about health care are inherently emotional. Whether a patient is finally getting the treatment they need or taking the first step toward a diagnosis, these important moments carry with them significant expectations and emotion. These moments create the patient journey. But across our industry, understanding those emotions and authentically connecting with these moments can still be a challenge.<\/p><p>Scott Vedder, a Senior Facilitator with the Disney Institute, suggests we start with the following questions to create stronger, authentic bonds with our customers:<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8d749fa elementor-icon-list--layout-traditional elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"8d749fa\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-icon-list-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-check\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\"><b>What emotions do you want your patients, providers, colleagues, and partners to feel when it comes to your organization and your work?<\/b><\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-check\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\"><b>What actions can you take to evoke those positive emotions?<\/b><\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-check\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\"><b>What stories can you tell?<\/b><\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-7c51dcf elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"7c51dcf\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-87fde40\" data-id=\"87fde40\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-a01e88b elementor-widget elementor-widget-image\" data-id=\"a01e88b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"150\" height=\"150\" src=\"https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2021\/06\/chrisine-yeh-calanog-headshot.jpg\" class=\"attachment-thumbnail size-thumbnail wp-image-23023\" alt=\"Chrisine Yeh-Calanog\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-33d5982\" data-id=\"33d5982\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-9ec67b8 elementor-widget elementor-widget-text-editor\" data-id=\"9ec67b8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Christine Yeh<\/strong>, Vice President of Customer Experience at AbbVie, started her career at Proctor &amp; Gamble with responsibility for marketing their laundry products. In those early years, she learned that even with laundry detergent, products are associated with emotional benefits. When you think of your clothes or the brand of detergent you use, it conjures up thoughts about your work, your family, your memories and how you care for them.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<div class=\"elementor-element elementor-element-3605262 elementor-widget elementor-widget-text-editor\" data-id=\"3605262\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Using Dreft for your newborn or using Tide to clean grass stains from your son\u2019s baseball uniform \u2013 these simple daily actions have emotions intrinsically connected to them. Understanding these moments of impact for your brand, independent of what industry you find yourself in, will help you understand what you need to know as a marketer.<\/p><p><em>\u201cEmotion is at the heart of everything we do.\u201d<\/em> Many of us have passed through the turnstiles at Disney\u2019s Magic Kingdom while being invited to <em>\u201chave a magical day!\u201d<\/em> Scott explained why Disney\u2019s approach to creating emotional connections isn\u2019t magic. It\u2019s practical.<\/p><p>The Gallup Organization has published research suggesting that emotionally engaged customers are at least three times more likely to recommend and at least three times more likely to re-engage with a brand. Part of Disney\u2019s business case for investing in service is their belief that the power of service lies in its ability to create both an emotional connection and a rational connection which together can impact economic behaviors and outcomes. Guests feel positive about their experience, and they are more likely to return and share those experiences with others.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7a05263 elementor-widget-divider--view-line_text elementor-widget-divider--element-align-center elementor-widget elementor-widget-divider\" data-id=\"7a05263\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t\t<span class=\"elementor-divider__text elementor-divider__element\">\n\t\t\t\tDisney\u2019s Common Purpose - We Create Happiness\t\t\t\t<\/span>\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4c5a490 elementor-widget elementor-widget-text-editor\" data-id=\"4c5a490\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Disney\u2019s common purpose \u2013 <em>We Create Happiness<\/em> \u2013 is embedded throughout the organization\u2019s culture, with top leadership and customer-facing roles as well as back-office Cast Members.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1d922a2 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"1d922a2\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-bfe6865 elementor-widget elementor-widget-text-editor\" data-id=\"bfe6865\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Petco has a similar customer-centric mission: Doing what\u2019s best for pets and the people who love them. They have reimagined their retail stores as Pet Care Centers, creating a fully integrated health and wellness company for pets and \u201cpet parents\u201d with a focus on service, empathy, and trust. Making decisions for your pet\u2019s wellbeing is not unsimilar to making health decisions for your family. These decisions are rooted in emotion.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-d9a25a5 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"d9a25a5\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-extended\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-0d537fd\" data-id=\"0d537fd\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-32cf77c elementor-widget elementor-widget-heading\" data-id=\"32cf77c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Integrating Customer &amp; Colleague Experience<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1d52cc4 elementor-widget elementor-widget-text-editor\" data-id=\"1d52cc4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>At both Disney and Petco, the commitment to harnessing empathy and emotion to create positive customer experience starts from within. Building a customer-centric culture requires a holistic view of how employee experience and customer experience intersect.<\/p><p>At Petco, their focus on their people and their culture \u201chas been what has transformed the company\u201d, according to Jenny Wolski, Senior Vice President of Omnichannel Experience. Creating a culture where employees feel heard and valued has had a direct impact on their business. As employees become happier, they become more focused on wanting to deliver exceptional experiences, creating a flywheel effect of compounding returns.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-717ff4f elementor-widget-divider--view-line_text elementor-widget-divider--element-align-center elementor-widget elementor-widget-divider\" data-id=\"717ff4f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t\t<span class=\"elementor-divider__text elementor-divider__element\">\n\t\t\t\tAt Petco, Employees Are \u201cPartners\u201d |  At Disney, Employees Are \u201cCast Members\u201d\t\t\t\t<\/span>\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f6aa3d3 elementor-widget elementor-widget-text-editor\" data-id=\"f6aa3d3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tTheir focus on employee engagement and empowerment is pulled through everything they do, including how they refer to their employees. At Petco, employees are \u201cPartners.\u201d \nAt Disney, employees are \u201cCast Members\u201d. Their security team is comprised of \u201cSecurity Hosts\u201d, not \u201cSecurity Guards\u201d, to reinforce their mission of service. \n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ef0e00d elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"ef0e00d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ae225b6 elementor-widget elementor-widget-text-editor\" data-id=\"ae225b6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Disney\u2019s belief in the power of making emotional connections in service is the same for external service to Guests as it is for internal service to Cast Members. The company has an expectation that their leaders connect to Cast Members in personal ways. Leaders are expected to exemplify their common purpose every single day and to teach and embed the importance of emotional connection into everything they do.<\/p><p>The focus of employee onboarding is to create a culture in every area \u2013 IT, customer service, leadership \u2013 where their common purpose comes to life, and throughout the organization they find ways to help employees stay connected to customers. At their call centers, they have a live feed from Main Street USA playing on monitors to help agents recognize the impact they have had by helping guests plan their visits and celebrate that they made that emotion possible.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-869bccf elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"869bccf\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-extended\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-2751c85\" data-id=\"2751c85\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-fceae2b elementor-widget elementor-widget-heading\" data-id=\"fceae2b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">The Voice of Your Customer<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d95c7c0 elementor-widget elementor-widget-text-editor\" data-id=\"d95c7c0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Christine anchored the conversation around the need for deep customer insight that goes beyond traditional customer satisfaction metrics. <em>\u201cAt the end of the day, you have to live the life of your consumer. You can\u2019t just rely on surveys because there is a lot they won\u2019t tell you.\u201d<\/em><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-f789349 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"f789349\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-c937d6b\" data-id=\"c937d6b\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-b153a91 elementor-widget elementor-widget-image\" data-id=\"b153a91\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"150\" height=\"150\" src=\"https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2021\/05\/ryan-billings-headshot-150x150.jpg\" class=\"attachment-thumbnail size-thumbnail wp-image-22337\" alt=\"ryan billings\" srcset=\"https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2021\/05\/ryan-billings-headshot-150x150.jpg 150w, https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2021\/05\/ryan-billings-headshot.jpg 200w\" sizes=\"(max-width: 150px) 100vw, 150px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-2dc57ea\" data-id=\"2dc57ea\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-bfbb224 elementor-widget elementor-widget-text-editor\" data-id=\"bfbb224\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Ryan Billings<\/strong>, Oncology Digital Customer Experience Lead at GSK, suggests that Pharma can apply a variety of tools and techniques to listen to customers. <em>\u201cCustomers tell us if something is broken either directly or indirectly through other channels.\u201d<\/em> Social listening can be very helpful to understand what patients and providers are thinking and talking about.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<div class=\"elementor-element elementor-element-a047c86 elementor-widget elementor-widget-text-editor\" data-id=\"a047c86\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Design thinking and innovation exercises can be helpful to further determine what is broken and hone in on the business problems that need attention vs rushing to find solutions. Take the time to ideate.<\/p><p>Ryan feels that Pharma can continue to close the CX gap by focusing on empathy. Let customers have a seat at the table; ask them what they want. Creating excellent experiences requires that we stop designing for ourselves and start designing for customers. <em>\u201cStop collecting demographic data. Make the move to psychographic intelligence to understand what your customers value and what\u2019s important to them so that you can better deliver experiences and content to them.\u201d<\/em><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-39535b6 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"39535b6\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-dbb9d13\" data-id=\"dbb9d13\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-c57ba84 elementor-widget elementor-widget-image\" data-id=\"c57ba84\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"150\" height=\"150\" src=\"https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2021\/06\/jessica-saperstein-headshot-150x150.jpg\" class=\"attachment-thumbnail size-thumbnail wp-image-23027\" alt=\"Jessica Saperstein\" srcset=\"https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2021\/06\/jessica-saperstein-headshot-150x150.jpg 150w, https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2021\/06\/jessica-saperstein-headshot.jpg 200w\" sizes=\"(max-width: 150px) 100vw, 150px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-9d1a310\" data-id=\"9d1a310\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-3b7830c elementor-widget elementor-widget-text-editor\" data-id=\"3b7830c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Jessica Saperstein<\/strong>, Head of Customer Experience at Novartis, supported the importance of activating new sources of customer insight to help drive business and brand strategy. Creating a closed loop approach to feedback can ensure that customer input is used to understand issues and resolve them. As you collect feedback across social channels, conversations in the field or direct from customers, you can start to see and hear themes which allow you to change processes to avoid these problems in the future.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<div class=\"elementor-element elementor-element-307d42d elementor-widget elementor-widget-text-editor\" data-id=\"307d42d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tThis requires rallying across teams and across functions to understand customer issues and fix them; the organization has to work together.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-387bb58 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"387bb58\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-8fc7f3a\" data-id=\"8fc7f3a\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-3734a90 elementor-widget elementor-widget-image\" data-id=\"3734a90\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"150\" height=\"150\" src=\"https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2020\/12\/DanGandorSq-150x150.png\" class=\"attachment-thumbnail size-thumbnail wp-image-17276\" alt=\"\" srcset=\"https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2020\/12\/DanGandorSq-150x150.png 150w, https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2020\/12\/DanGandorSq-300x300.png 300w, https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2020\/12\/DanGandorSq-600x600.png 600w, https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2020\/12\/DanGandorSq-768x768.png 768w, https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2020\/12\/DanGandorSq.png 974w\" sizes=\"(max-width: 150px) 100vw, 150px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-b39f241\" data-id=\"b39f241\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-a273664 elementor-widget elementor-widget-text-editor\" data-id=\"a273664\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Daniel J. Gandor<\/strong>, Director, US Customer Experience, Oncology &amp; Specialty at AbbVie, compares good CX or omnichannel marketing to an orchestra. Each instrument or team or individual, needs to play their own part. CX leaders need to act like the conductor, bringing the best from each department, function, and person together to create alignment, knock down barriers and facilitate collaboration.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<div class=\"elementor-element elementor-element-7c7257b elementor-widget elementor-widget-text-editor\" data-id=\"7c7257b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>At AbbVie, they have integrated brand teams (IBTs) which bring brand marketing, customer experience, medical affairs, IT and other key functions together in one room at the same time on a regular basis to address and respond to the voice of the customer. Having the power of a cross-functional team allows them to <em>\u201cquickly and with agility solve customer needs and issues when they arise.\u201d<\/em><\/p><p>At Novartis, Agile ways of working are being employed in content and experience design to bring benefits to customers more quickly. <em>\u201cYou don\u2019t have to wait for the experience to be at the end state\u201d<\/em>, says Jessica, you can change and improve the experience as you go to deliver value along the way.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-b5bbd2a elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"b5bbd2a\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-extended\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-9a9b359\" data-id=\"9a9b359\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-5bba44e elementor-widget elementor-widget-heading\" data-id=\"5bba44e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Putting Advice into Action<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-659ff14 elementor-widget elementor-widget-text-editor\" data-id=\"659ff14\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Wondering how to initiate your own customer-centric transformation?<\/p><p>Our experts have these words of advice: <em>\u201cJust start.\u201d<\/em><\/p><p>Jenny summed it up: <em>\u201cIt\u2019s not always going to be perfect. Start listening, learning, and actioning\u2026and\u2026people will start to get excited about whatever transformational journey you are on. Know that at every step of the way you are making a difference in someone\u2019s life.\u201d<\/em><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-735d335 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"735d335\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-3a66983\" data-id=\"3a66983\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-cd09990 elementor-widget elementor-widget-image\" data-id=\"cd09990\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"150\" height=\"150\" src=\"https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2021\/04\/RichardSchwartz-150x150.png\" class=\"attachment-thumbnail size-thumbnail wp-image-21242\" alt=\"\" srcset=\"https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2021\/04\/RichardSchwartz-150x150.png 150w, https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2021\/04\/RichardSchwartz-300x300.png 300w, https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2021\/04\/RichardSchwartz.png 496w\" sizes=\"(max-width: 150px) 100vw, 150px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-420d0f6\" data-id=\"420d0f6\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-1bc1af2 elementor-widget elementor-widget-text-editor\" data-id=\"1bc1af2\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><em>\u201cExpectations for experiences are being set by all of the places people go when they are not busy being doctors, nurses, and patients.\u201d<\/em> <strong>&#8211; Richard Schwartz, Life Science Industry Practice Lead, Medallia<\/strong><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<div class=\"elementor-element elementor-element-1e1b0c6 elementor-widget elementor-widget-heading\" data-id=\"1e1b0c6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Our Summit Experts<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-5d3e2d4 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"5d3e2d4\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-d326b40\" data-id=\"d326b40\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-f288263 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"f288263\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-5e788ad\" data-id=\"5e788ad\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-f51988b elementor-widget elementor-widget-image\" data-id=\"f51988b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"150\" height=\"150\" src=\"https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2020\/12\/DanGandorSq-150x150.png\" class=\"attachment-thumbnail size-thumbnail wp-image-17276\" alt=\"\" srcset=\"https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2020\/12\/DanGandorSq-150x150.png 150w, https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2020\/12\/DanGandorSq-300x300.png 300w, https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2020\/12\/DanGandorSq-600x600.png 600w, https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2020\/12\/DanGandorSq-768x768.png 768w, https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2020\/12\/DanGandorSq.png 974w\" sizes=\"(max-width: 150px) 100vw, 150px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-4a13cfc\" data-id=\"4a13cfc\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-e9aff2a elementor-widget elementor-widget-text-editor\" data-id=\"e9aff2a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><a href=\"https:\/\/www.linkedin.com\/in\/danieljgandor\"><strong>Daniel J. Gandor<\/strong><\/a>, Director, US Customer Experience, Oncology &amp; Specialty, AbbVie<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-6b8d478 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"6b8d478\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-61a78aa\" data-id=\"61a78aa\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-11fe323 elementor-widget elementor-widget-image\" data-id=\"11fe323\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"150\" height=\"150\" src=\"https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2021\/06\/jessica-saperstein-headshot-150x150.jpg\" class=\"attachment-thumbnail size-thumbnail wp-image-23027\" alt=\"Jessica Saperstein\" srcset=\"https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2021\/06\/jessica-saperstein-headshot-150x150.jpg 150w, https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2021\/06\/jessica-saperstein-headshot.jpg 200w\" sizes=\"(max-width: 150px) 100vw, 150px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-54adde4\" data-id=\"54adde4\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-e0c2614 elementor-widget elementor-widget-text-editor\" data-id=\"e0c2614\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><a href=\"https:\/\/www.linkedin.com\/in\/jessica-saperstein-26548544\"><strong>Jessica Saperstein<\/strong><\/a>, Head of Customer Experience, Novartis<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-63aed74 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"63aed74\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-f78786c\" data-id=\"f78786c\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-1632a30 elementor-widget elementor-widget-image\" data-id=\"1632a30\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"150\" height=\"150\" src=\"https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2021\/04\/ScottVedder-150x150.png\" class=\"attachment-thumbnail size-thumbnail wp-image-21240\" alt=\"\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-c0087c4\" data-id=\"c0087c4\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-9edeb09 elementor-widget elementor-widget-text-editor\" data-id=\"9edeb09\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><a href=\"https:\/\/www.linkedin.com\/in\/scottvedder\"><strong>Scott Vedder<\/strong><\/a>, Senior Facilitator, Disney Institute<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-ae7a88a elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"ae7a88a\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-d7313af\" data-id=\"d7313af\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-41ec4e7 elementor-widget elementor-widget-image\" data-id=\"41ec4e7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"150\" height=\"150\" src=\"https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2021\/04\/RichardSchwartz-150x150.png\" class=\"attachment-thumbnail size-thumbnail wp-image-21242\" alt=\"\" srcset=\"https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2021\/04\/RichardSchwartz-150x150.png 150w, https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2021\/04\/RichardSchwartz-300x300.png 300w, https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2021\/04\/RichardSchwartz.png 496w\" sizes=\"(max-width: 150px) 100vw, 150px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-478d1fa\" data-id=\"478d1fa\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-a71dad4 elementor-widget elementor-widget-text-editor\" data-id=\"a71dad4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><a href=\"https:\/\/www.linkedin.com\/in\/richardpschwartz\"><strong>Richard Schwartz<\/strong><\/a>, Life Science Industry Practice Lead, Medallia<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-06f118d\" data-id=\"06f118d\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-7214c7e elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"7214c7e\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-e65aa92\" data-id=\"e65aa92\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-139d970 elementor-widget elementor-widget-image\" data-id=\"139d970\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"150\" height=\"150\" src=\"https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2021\/06\/chrisine-yeh-calanog-headshot.jpg\" class=\"attachment-thumbnail size-thumbnail wp-image-23023\" alt=\"Chrisine Yeh-Calanog\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-85217ae\" data-id=\"85217ae\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-a343e06 elementor-widget elementor-widget-text-editor\" data-id=\"a343e06\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\"><strong><a href=\"https:\/\/www.linkedin.com\/in\/christine-yeh-calanog-ab90024\">Christine Yeh<\/a><\/strong>, Vice President, Customer Experience, AbbVie<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-e13be69 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"e13be69\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-70c66be\" data-id=\"70c66be\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-2c12077 elementor-widget elementor-widget-image\" data-id=\"2c12077\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"150\" height=\"150\" src=\"https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2021\/05\/ryan-billings-headshot-150x150.jpg\" class=\"attachment-thumbnail size-thumbnail wp-image-22337\" alt=\"ryan billings\" srcset=\"https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2021\/05\/ryan-billings-headshot-150x150.jpg 150w, https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2021\/05\/ryan-billings-headshot.jpg 200w\" sizes=\"(max-width: 150px) 100vw, 150px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-c03c493\" data-id=\"c03c493\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-7e77612 elementor-widget elementor-widget-text-editor\" data-id=\"7e77612\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><a href=\"https:\/\/www.linkedin.com\/in\/ryanbillings\"><strong>Ryan Billings<\/strong><\/a>, Oncology, Digital Customer Experience, GSK<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-dc7e2f8 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"dc7e2f8\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-531e4c1\" data-id=\"531e4c1\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-5dc5ffa elementor-widget elementor-widget-image\" data-id=\"5dc5ffa\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"150\" height=\"150\" src=\"https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2021\/06\/jenny-wolski-headshot-150x150.jpg\" class=\"attachment-thumbnail size-thumbnail wp-image-23031\" alt=\"Jenny Wolski\" srcset=\"https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2021\/06\/jenny-wolski-headshot-150x150.jpg 150w, https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2021\/06\/jenny-wolski-headshot.jpg 200w\" sizes=\"(max-width: 150px) 100vw, 150px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-6a0f52c\" data-id=\"6a0f52c\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-fe9b859 elementor-widget elementor-widget-text-editor\" data-id=\"fe9b859\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><a href=\"https:\/\/www.linkedin.com\/in\/jennywolski\"><strong>Jenny Wolski<\/strong><\/a>, Senior Vice President, Omnichannel Experience, Petco<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-89f9806 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"89f9806\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-adb9f88\" data-id=\"adb9f88\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-0b59996 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"0b59996\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-febb00b elementor-widget elementor-widget-heading\" data-id=\"febb00b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Latest Insights<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-4a37c5e elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"4a37c5e\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-69e76d1\" data-id=\"69e76d1\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-e9c21dd elementor-widget elementor-widget-image\" data-id=\"e9c21dd\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/digitalhealthcoalition.org\/insights\/interview-future-of-field-force-derek-choy-may-2021\/\">\n\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"570\" height=\"300\" src=\"https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2021\/05\/future-of-field-force-industry-leaders-discuss.jpg\" class=\"attachment-full size-full wp-image-22330\" alt=\"future of field force\" srcset=\"https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2021\/05\/future-of-field-force-industry-leaders-discuss.jpg 570w, https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2021\/05\/future-of-field-force-industry-leaders-discuss-300x158.jpg 300w\" sizes=\"(max-width: 570px) 100vw, 570px\" \/>\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-eed9753 elementor-widget elementor-widget-heading\" data-id=\"eed9753\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h6 class=\"elementor-heading-title elementor-size-default\"><a href=\"https:\/\/digitalhealthcoalition.org\/insights\/interview-future-of-field-force-derek-choy-may-2021\/\">Interview: Future of the Field Force \u2013 Derek Choy \u2013 May 2021<\/a><\/h6>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-e5cbeea\" data-id=\"e5cbeea\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-2fa37c7\" data-id=\"2fa37c7\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-1e99135 elementor-widget elementor-widget-image\" data-id=\"1e99135\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/digitalhealthcoalition.org\/insights\/interview-mlr-landscape-in-2021-mark-gaydos-may-2021\/\">\n\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"570\" height=\"300\" src=\"https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2021\/05\/mlr-landscape-2021-interview.jpg\" class=\"attachment-full size-full wp-image-22032\" alt=\"\" srcset=\"https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2021\/05\/mlr-landscape-2021-interview.jpg 570w, https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2021\/05\/mlr-landscape-2021-interview-300x158.jpg 300w\" sizes=\"(max-width: 570px) 100vw, 570px\" \/>\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-af1ab73 elementor-widget elementor-widget-heading\" data-id=\"af1ab73\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h6 class=\"elementor-heading-title elementor-size-default\"><a href=\"https:\/\/digitalhealthcoalition.org\/insights\/interview-mlr-landscape-in-2021-mark-gaydos-may-2021\/\">Interview: The MLR Landscape in 2021 \u2013 Mark Gaydos \u2013 May 2021<\/a><\/h6>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Insights with Innovators The Customer Experience Roadmap is Paved in Empathy &#038; Emotion June 2021 | Amy Turnquist Amy Turnquist Christine Franklin Amy Baumann Steven Xie Summary What can Pharma learn from Petco, Disney and even your preferred brand of laundry detergent about how to create deeper connections with providers, patients, and caregivers? Last month,&#8230;<\/p>\n","protected":false},"author":5,"featured_media":23153,"parent":7406,"menu_order":120,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-22998","page","type-page","status-publish","has-post-thumbnail","hentry"],"aioseo_notices":[],"aioseo_head":"\n\t\t<!-- All in One SEO 5.0.1.1 - aioseo.com -->\n\t<meta name=\"description\" content=\"Insights with Innovators The Customer Experience Roadmap is Paved in Empathy &amp; Emotion June 2021 | Amy Turnquist Amy Turnquist Christine Franklin Amy Baumann Steven Xie Summary What can Pharma learn from Petco, Disney and even your preferred brand of laundry detergent about how to create deeper connections with providers, patients, and caregivers? 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