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CVS’s Transformational Automation Strategy to Drive Member Experience

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The right balance of human with technology is essential to successful and meaningful interactions.

Analyst firm HfS has predicted that the “Intelligent OneOffice will emerge from digital and automation capabilities.” Every interaction can benefit from the smart use of technology, including AI and RPA/RDA. While technology creates new, agile ways of working, automation can improve the customer experience by streamlining some of the repetitive and cumbersome tasks that customer service and administrative staff perform every day. Back-end automation has become increasingly important for companies to boost efficiency, reduce cost, increase value and revenue for brands.

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Christopher Giuliano

SPEAKER

Vice President of Finance, Specialty Revenue Cycle with CVS Health

Responsible for managing the revenue cycle operations for multiple CVS Health companies, including CVS Specialty Pharmacy and Coram Specialty Infusion that account for over $38B in annual revenue. Since joining in 2016, he has been leading a multi-year transformation of CVS Health’s revenue cycle. 

Prior to joining CVS Health, Mr. Giuliano spent over 20 year providing revenue cycle consulting services for Big Four consulting firms. He has worked with a wide variety of healthcare providers, including: hospitals, physicians, homecare and home infusion companies, dialysis providers, and long term care providers. 

Trace Anderman

MODERATOR

EVP Sales, Teleperformance

Executive leading the North America Sales Team with over 15 years experience transforming customer's experience of Fortune 500 companies thru call center optimization. Solid experience in the contact center outsourcing industry with focus on new business development.

Thrives in a competitive, dynamic environment with a proven record of exceeding expectations. Results oriented problem solver and highly effective at initiating and leading change. Innovative, collaborative, customer focused and an influential communicator.

Passion for leading sales executives to meet and exceed sales goals.

CVS’s Transformational Automation Strategy to Drive Member Experience

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