Duration: 45 min

Customer Experience
Voice of the Customer

Today’s healthcare customers expect transparency, clarity and a frictionless experience when interacting with payers and providers. Many healthcare organizations understand the importance of prioritizing patient and member experience and have invested billions to collect and analyze Voice of the Customer data. Despite these efforts, they still struggle to turn the resulting insights into meaningful action and truly consider the customer when making decisions. In order to fully leverage feedback, healthcare entities should focus on integrating the data and creating a comprehensive view of patient and member feedback.

By putting data from every source into a highly accessible format that accurately and holistically reflects the patient and member perspective, they can more easily share insights across teams and drive CX improvements in an intentional, strategic way.

Watch this webinar with KPMG and Clarabridge as they discuss:

  • Common obstacles to data-driven decision making
  • How to translate high volumes of siloed customer data into insights that drive value and profitable growth
  • How to identify drivers of Stars ratings and CAHPS results and uncover the factors contributing to scores
  • Learnings and best practices that can help remove the guesswork from decision making



Sid Banerjee
Founder and Chief Strategy Officer

Sid Banerjee is Founder and Chief Strategy Officer at Clarabridge. Sid provides executive leadership and strategic direction and is a well-known expert in customer experience, business intelligence, and text mining. Over his careers, Sid has amassed more than 20 years of business intelligence leadership experience and has held positions at MicroStrategy, Ernst & Young and Sprint International.

J.D. Brewer
Principal, Advisory, Healthcare


As a leader in KPMG’s Health and Government Solutions team, J.D. assists clients with transformation projects related to technology and operating models. His experience includes assessment and implementation of new operating models for the front, middle, and back office of healthcare and life science organizations. His focus on sustainability of change has helped organizations obtain topline growth while reducing the cost of sale and delivery.

Swetha Ramjee
Director, Advisory


Swetha has extensive experience helping Healthcare payer and provider organizations transform towards becoming more consumer-centric. She leads KPMG Customer Experience and Voice of Customer engagements for Healthcare in the US. Swetha works with clients to deliver against the end-consumers’ experience expectations, resulting in improved end-consumer engagement and better business metrics and outcomes.


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