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Salesforce’s Rod Bremby: Health Agencies Should Reimagine Customer Experience Amid Pandemic

Rod Bremby, senior director and industry executive for health and human services for global public sector at Salesforce (NYSE: CRM), said health agencies should reevaluate the customer experience in this pandemic crisis by seeking customer feedback, identifying service limitations and working with interagency partners to come up with a unified approach to delivering better services to citizens.

“Achieving such service delivery requires establishing a multidisciplinary team that includes people who are experienced in mapping and assessing internal processes and workflows, as well as adept at communicating the change underway to the broader organization,” Bremby wrote.

“To transform service delivery and citizen experience, agencies should especially focus on the customer and employee engagement layer, leveraging technology to provide a holistic view for employees and a seamless experience for customers,” he added.

Bremby called on health and human services agencies to work with other government institutions and health associations to explore potential opportunities to better navigate technical challenges brought on by the pandemic.

He discussed how Salesforce helps clients in the public sector advance application rationalization and determine opportunities for technology improvement through a Global Public Sector Digital Transformation SPARK team.

He also mentioned how chatbots, cloud-based platform-as-a-service and technologies from MuleSoft and Tableau have enabled health agencies to manage their pandemic response efforts.

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