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CHIME22 Fall Forum – Transforming Patient Experiences with a CRM Strategy

Wednesday, November 9 | 3:30 PM – 4:15 PM

About Session:

Track Session B – Delivering Care

As an integrated healthcare enterprise, Geisinger had to design a program to include member and patient experiences, along with a range of functions for marketing and sales operations. CRM is a strategy that requires the orchestration of a range of technology platforms and a customer data strategy that is able to identify, track and engage with members and patients seamlessly across their digital and physical engagement touch points. In this presentation, the speakers will describe the pioneering and breakthrough efforts to design and execute a CRM-led digital patient experience.


Session presentation

Speakers will describe:

  • How to effectively set up and operate a CRM Center of Excellence
  • The crucial importance of governance
  • The impact of a multi-vendor strategy
  • The inevitable trade-offs in a large, multi-year transformation project

Picture of Paddy Padmanabhan<br><span style="margin-top:-50px;font-size:0.9em;color:black;">MBA, CPHIMS</span>

Paddy Padmanabhan

Founder and CEO
Damo Consulting
Meet Paddy

Picture of John Kravitz<br><span style="margin-top:-50px;font-size:0.9em;color:black;">MHA, CHCIO</span>

John Kravitz

Former CIO
Geisinger Health

Interview in Action @ CHIME ’22 – Paddy Padmanabhan, CEO, Damo Consulting

In this interview, by This Week Health at the CHIME22 Fall Forum, Paddy Padmanabhan, CEO & Founder of Damo Consulting talks about how digital transformation has evolved to focus on current economical challenges in healthcare, what decisions are the leaders in digital maturity have to face, three models of digital leadership and how do they work.

This event is hosted by