Optimizing Medical Information Technology to Improve the Customer Experience

Medical information and medical affairs leaders are increasingly being required to sort through a dizzying number of available technology tools and establish an effective strategy to implement new technologies that are both affordable and bring value to the company and their customers. This webinar will present practical applications of currently available medical information technology with real benefits to companies and their customers along with a discussion of next-generation technologies that will impact the future of medical information.

Across many industries, the use of technology has become increasingly important in improving the customer experience. The medical information industry has unique regulatory and compliance challenges in adopting innovative technologies, but pharmaceutical companies are increasingly solving these concerns and leveraging medical information technology to automate processes, analyze data and personalize interactions.

This webinar will look at various technological tools that pharmaceutical companies can use to improve the customer experience, such as bots, sentiment analysis, natural language processing, data analytics tools and voice transcription. The featured speakers will share case studies that demonstrate how the right technology appropriately deployed can improve the customer experience. Speakers will share best practices and lessons learned, and how to leverage technologies to improve the customer experience.

Join this webinar to help cut through the noise of new medical information technology offerings to see how appropriate technology solutions effectively applied can ultimately improve the customer experience. Additionally, attendees will learn about next-generation technologies with the potential to further transform the medical information industry.

Speakers

Gergana Hristozova, Associate Director Operations – Medical Communications, PPD, part of Thermo Fisher Scientific

Gergana Hristozova is Associate Director Operations – Medical Communications at PPD, part of Thermo Fisher Scientific. She joined PPD in 2020 and currently leads global and regional operations teams in EMEA and US for several clients. Gergana is a result and people-oriented service delivery leader with over 15 years of management experience in the outsourcing sector. Gergana’s comprehensive knowledge of the operations ecosystem helps her teams continuously improve performance and deliver exceptional customer and client satisfaction in the Medical Information domain.

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Wendy Labelle, Associate Director Operations – Medical Communications, PPD, part of Thermo Fisher Scientific

Wendy Labelle joined PPD in 2018 as an Operations Manager – Medical Communications and became an Associate Director in 2021. Currently, she leads several teams in the US and is implementing a new North American project out of Montreal, Quebec, Canada. Wendy is a nurse by training with more than 20 years’ experience and has been in a management role for the last seven years. Wendy’s extensive front-line knowledge and leadership skills allow her to oversee her teams’ exceptional performance and support their drive to deliver outstanding customer service and client satisfaction.

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David Bowers, Senior Operations Director, Medical Communications, PPD, part of Thermo Fisher Scientific

David Bowers joined PPD in 1997 and brings a wealth of managerial and operational oversight experience to the team. During his time at PPD he has led the contact center operations of multiple global clients including top-10 pharma and biotech. He has 25 years of experience in the pharmaceutical industry and has directed implementations for five large pharmaceutical MedicaI Information contact centers. David currently leads a team of 250 located in nine countries. He has a PharmD from the University of North Carolina at Chapel Hill (UNC).

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