10/03/2023 03:00 pm

Healthcare Contact Centers: How to Modernize Medical CX

Singapore

Join this tailor-made workshop where healthcare professionals come together to collaborate, provide advice, share new trends and technology, and embrace the future of patient access together. Attend to gain relevant information and solutions addressing your healthcare needs to advance access for a better patient experience.

East India Room, Raffles Hotel, Singapore

1 Beach Road, Raffles Singapore, Singapore

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Event overview

This event is in joint partnership with NTT Singapore.

In today’s healthcare landscape, exceptional patient journeys are the bedrock of successful healthcare outcomes, satisfaction, care plan adherence, and operational efficiency. However, the reality often falls short, resulting in fragmented healthcare experiences.

With the increasing digitalisation of healthcare systems and abundance of data being generated, healthcare organisations are beset by the need to deliver more distributed and digital-first care, connect increasingly complex technology, and drive ever more secure, data-rich, fast-paced and multi-faceted care at reduced real-terms costs.

Agenda

Tuesday, 03 October 2023

03:00 pm – 03:30 pm

Registration & Networking

03:30 pm – 03:40 pm

Welcome Remarks

– Kelvin Tan, Regional Sales Director, SEA, Genesys

– Pranay Anand, Vice President, NTT Singapore

03:40 pm – 04:00 pm

State of Customer Experience in Healthcare

– Pranay Anand, Vice President, NTT Singapore

04:00 pm – 04:10 pm

Experience as a Service: key findings for Healthcare

– Shivanu Shukla, Principal Advisor, CX Practice, twimbit

04:10 pm – 04:30 pm

Panel Discussion: Transform patient journeys with empathetic interactions

Healthcare experiences for a patient can be complex and fragmented. A contact centre that connects the dots across the patient journey transforms the experience from complex to seamless. In this panel discussion hear from leading experts about how to elevate your standard of care across every channel and shift from traditional call centre services to personalised patient engagement.

Moderator:

– Shivanu Shukla, Principal Advisor, CX Practice, twimbit

04:30 pm – 05:00 pm

Coffee/Tea Break & Networking

05:00 pm – 05:50 pm

Roundtable Discussion

  • Digital Healthcare – Discuss the top challenges in building an Omnichannel Healthcare Experience in Singapore and identify 3 initiatives that can improve the digital and omnichannel experience for patients
  • Consumerization of Healthcare – Identify 3 CX Priorities to meet the changing expectations of patients on the care continuum (Preventative – Curative – Rehabilitative)
  • AI in Healthcare CX – Identify 3 Use cases for using AI or Generative AI to address the challenges faced by Healthcare providers in Singapore

05:50 pm – 06:00 pm

Closing Remarks & Wrap-up

– Kelvin Tan, Regional Sales Director, SEA, Genesys

– Pranay Anand, Vice President, NTT Singapore

06:00 pm – 07:00 pm

Cocktail Reception

Speakers

Kelvin Tan

Kelvin Tan

Regional Sales Director, SEA, Genesys

Pranay Anand

Pranay Anand

Vice President, NTT Singapore

Shivanu Shukla

Shivanu Shukla

Principal Advisor, CX Practice, twimbit

East India Room, Raffles Hotel, Singapore

1 Beach Road, Raffles Singapore, Singapore

Get directions

Frequently asked questions

How do I get to the Venue?

Location of East India Room: It is located nearest to our main Hotel Entrance.

For guests who are driving:

Our official address is at 1 Beach Road, Singapore 189673. However, please access our Hotel Carpark from the Seah Street Entrance. (You may pinpoint 3 Seah Street for a clearer route)

From there, please access the Lift Lobby at Zone 1 and head straight up to Level 1.

Once you reach Level 1, make a right turn and walk straight to East India Room.

For guests who are traveling by Train / Cab / Public Transport:

(Please note that the nearest entrance to East India Room is through the Beach Road Entrance)

Our nearest Train Station is City Hall Station. From there, you may walk towards the direction of the Brotzeit Restaurant.

Once you cross the road, make a right turn and walk straight, and turn left at the next traffic junction to reach the Beach Road entrance.

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