eHealth’s Journey to Improve Customer Experience

eHealth’s Journey to Improve Customer Experience

 In this presentation from CEM 2018, Michael Berndt, Chief Customer Experience Officer, eHealth Queensland explores: 

  • an overarching Service Delivery Excellence Program to transform service delivery capability
  • utilising AI and digital integration to make big gains in ICT health service delivery – smarter service solutions, lower costs, in addition to more responsive and better quality healthcare
  • a Voice of Customer Program, embedding the customer at the heart of the business
  • adoption of customer-led design principles to create innovative and practical digital solutions
  • deep learning to transform customer facing processes, enhancing digital capability

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