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Creating an exceptional consumer experience, and avoiding a forgettable one
Why every consumer journey needs more humanity
How developments in the science of communication can apply to healthcare
Consumers have become increasingly powerful in the information age. Customer experience can make or break the reputation of a business or brand. Within healthcare, consumers’ evolving expectations are putting increasing pressure on hospitals and labs to raise their game.
To explore this fascinating topic we are delighted to welcome Duncan Thomas, CEO and founder of digital experience agency Pomegranate, and Jordi Trafi-Prats Senior Marketing Director at Ortho Clinical Diagnostics. Together they will host an Ortho Masterclass to outline what hospitals and labs can do to enhance customer experience, and yield the commercial benefits.
Duncan has excelled in the world of brand and marketing for over 20 years. Originally providing brand strategy and planning with major global corporations he progressed to set up the digital marketing agency Pomegranate.
Within Pomegranate Duncan has focused on pioneering the next generation of marketing science through combining an advanced understanding of human behaviour with progressive technology.
Jordi has spent almost 30 years in the IVD industry in customer support and marketing roles. In the marketing arena, he had national, international and global responsibilities both downstream and upstream. Jordi’s Tactical and Strategic Marketing perspectives have been built during his tenures at different leading companies in the diagnostics industry. In his career, Jordi has contributed to product pipeline definition, product launches, market development, awareness creation, demand generation and strategic planning. Jordi holds a Master of Science degree (Pharmacy) and post-degree studies in Marketing.
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It is a series of free webinars designed and delivered by experts both from within the medical profession, and from other fields. The goal of Masterclass is to help healthcare leaders to examine the defining clinical and managerial issues of today, and to stimulate discussion on how the industry is to addresses these challenges.
The webinars have been designed to address the key issues of those in leadership positions, however we encourage all those with an interest in the topic to join.
The webinars are offered free of charge to attendees, as a service to our fellow healthcare professionals.
Around 45 minutes in total.
There is no formal Q&A session, but we encourage you to pose any questions you may have to the expert speakers after the end of the webinar through the chat function. We will try to answer as many as possible live and via email.