Service Executive Roundtable: Prioritizing the Customer Experience

Customer experience has not always been front and center in medical device field service, but that’s changing. In today’s landscape, customer satisfaction is key to developing loyalty and driving revenue.

Watch the recording

Customer experience has not always been front and center in medical device field service, but that’s changing. In today’s landscape, customer satisfaction is key to developing loyalty and driving revenue.

Watch the recording of the panel of medical device service leaders who are implementing sweeping organizational transformations — by moving away from product-centric thinking and putting the customer (and patient) first.

The panel of experts discusses:

  • Organizational-wide strategies to improve customer experiences across all aspects of the service lifecycle.
  • Data-driven methods to capture customer sentiment and develop proactive service solutions — getting ahead of customer complaints.
  • Tips to upskill the workforce, even in a tight hiring market, ensuring every member of the team delivers top-notch service.
  • Strategies to leverage data to connect the dots between service, FDA compliance, and customer satisfaction.

Speakers

Chetan Makam
Vice President, Global Services
Terumo BCT
Robyn Walker
Senior Director, Customer Success and Service Operations
Mevion Medical Systems
Amos Schneller
Global Service Leadership Consultant
Juan Cruz
Senior Manager, National Field Services
Fresenius Medical Care
Michael Israel
COO
Service Council