October 22, 2019
2:00 PM - 3:00 PM EST
Listen, Analyze, Act: How CVS Delivers Meaningful CX for Every Interaction, Every Day
Using a suite of VoC tools, CVS's digital department performs two critical functions: monitoring patient and customer experiences and providing actionable insights that improve customer satisfaction (CSAT). Robb Hoenick, Senior Director of Digital, will explain how it all comes together and share best practices (like don't skip the basics!) for running a truly holistic, closed-loop VoC program that benefits customers and the company. Robb will be joined by co-host Nancy Porte, VP of Global Customer Experience at Verint.
Senior Director of Digital
Robb is Senior Director of Digital at CVS Health. In this role, Robb is responsible for driving the Digital Customer Experience across the entire CVS Health portfolio of Business Units. This includes several voice of the customer (VOC) tools, along with traditional Production Support and Incident Management. This primarily includes driving the multi-year customer satisfaction (CSAT) program with department-wide targets for several business units; including CVS Pharmacy, ExtraCare, Caremark and Specialty Pharmacy.
In previous roles at CVS Health he was responsible for Caremark Digital and Retail Pharmacy Digital Product Management.
Prior to CVS Health, Robb was instrumental to Digital growth at MetLife, and worked in the Management Consulting field in NYC for several years, work with clients in both technology and marketing areas. Robb received an MBA from Kellogg Graduate School of Management, and a Masters of Engineering Management at McCormick School of Engineering at Northwestern University.
VP, Global Customer Expierence
Nancy Porte is the Vice President of Global Customer Experience for Verint. With a background in operations management, her passion is developing differentiated customer experiences through cross-functional collaboration and employee engagement. She is a Certified Customer Experience Professional (CCXP) and, as a customer experience thought leader, is a primary contributor to the Verint blog and a regular speaker at industry conferences.