Day Three: The Role of Your Customer in an Increasingly Connected World

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Understanding customer behavior is key to creating service offerings that your customers will truly appreciate. Jose Robledo of Carl Zeiss will discuss how himself and his team are tailoring service to customer demands including how there are:

- Surveying your customers to understand their service needs
- Efficiently providing a bevy of service options based on consumer demand or customizing a service levels should your customer be looking for something more comprehensive
- Ensuring departments are capable of marketing, selling and providing the levels of service you’ve come up with support goals

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Fully engaged customers lead to more loyal customers which lead to increased profitability. Our panel of experts will discuss appreciating your customer at a deeper level and streamlining internal work-forces and procedures to increase end-user efficiency. They will look at:

- Preparing to shift mindsets from “how did our technicians do” to “how are our customers doing”
- Leveraging the intersection of performance and customer satisfaction to ensure your service delivery is properly balanced to your customers’ needs
- Reducing the amount of effort that a customer has to take from first call to delivery

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- What are the pressures your end-users are feeling in the current healthcare market?
- What effect are consolidating health systems having on your customer?
- How is patient experience evolving as a trend in today's hospitals?
-How are hospitals and health systems using Voice of the Customer to improve experiences for their patients?

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