Huntington Convention Center | Cleveland, OH
A Cleveland Clinic & HIMSS Event. Find out more
Paul is the Vice President and Partner for Digital and Interactive in Healthcare and Lifesciences at IBM. Prior to joining IBM Paul held the role of Marketing Vice President at Providence Health and Services, the third largest non for profit health system in North America. Paul’s background before healthcare was in high tech where he held leadership roles at Microsoft in marketing, online services as well as corporate strategy and innovation
In today’s data-driven, connected world, the last best experience a consumer had anywhere becomes the minimum expectation for the experience they want everywhere. The bar is always raising, and if experience doesn't meet that bar, people quickly look for alternatives.
Within the healthcare ecosystem, patient experience is typically derived from a set of processes. Experience is the outcome, not the goal. An individual’s journey through this ecosystem is not optimized for them – where no one person, function or organization owns patients' end-to-end experience.
To become truly patient-centric, healthcare organizations need to shift the paradigm to focus on connecting disparate aspects of the journey and rethink their operating models to allow the human-centered experience to drive business processes. By adopting a cross-channel approach to unify people, process, date and technology, you can deliver on your brand promise, while driving improved outcomes and ROI.