IT/Marketing Partnership for Digital Customer Engagement at HonorHealth

Emily Borlas, MBA, AVP, IT Applications, and Craig Kartchner, MBA, AVP, Marketing and Customer Experience, HonorHealth.  Creating the best experience for healthcare customers is like making a delicious vinaigrette, and it’s difficult to do for similar reasons: How do you make the oil of IT mix (and stay mixed) with the vinegar of Marketing, without separating, and spoiling the salad? Emily and Craig walk through their recipe for creating a tasty customer experience ecosystem. Hint, the recipe calls for generous portions of teamwork and a dash of process. They walk through how they joined forces to develop a strategy and sell their vision to the rest of the organization, the specific challenges they have faced along the way, and how they were well positioned for rapid deployment when the COVID pandemic changed the healthcare landscape almost overnight.