Knowing who your business is connecting with is key to delivering great customer experiences – but with rapidly changing consumer data this is getting more challenging by the day. With over 30 million yearly phone, phone number, carrier, address and name changes in the U.S. alone, the task of keeping consumer data current is problematic, even for the most sophisticated organizations.
Healthcare organizations need to immediately know and trust the accuracy of who is at the end of every conversation. Connecting inbound calls to a patient’s information for your contact center can make the difference between delivering a great customer experience, or sending a valued customer around the IVR phone tree. Just as important is when you need to reach a customer, for privacy as well as compliance reasons. Calling or texting the wrong patient or phone number exposes organizations to any number of potential legal issues.
By viewing this webinar, you will learn how to:
- Manage consumer identity data across the organization
- Increase outbound right party call accuracy for compliance and efficiency
- Improve customer experience in the contact center
Scott Bolton, Market Director, Healthcare Solutions, Neustar
Scott Bolton is Neustar’s Advisory Services and Market Development lead for the Healthcare vertical. He has 20 years of experience in strategy consulting, business operations and marketing analytics. Scott holds a Master of Business Administration (MBA) degree from Wharton.
Craig Pentz, Vice President, Neustar
Craig Pentz currently serves as Vice President of Sales at Neustar, responsible for the company’s fraud, risk and compliance business. He has held multiple leadership roles during his tenure at Neustar, and brings 20+ years of experience in the application of consumer data and analytics to help business partners of Fortune 1000 enterprises detect fraud, mitigate risk, tackle complex compliance challenges and improve the efficacy of marketing spend. Prior to Neustar, Mr. Pentz played a significant role in the development of TARGUS Information Corporation’s information services business which culminated in its $650MM acquisition by Neustar in November of 2011. He is a 1995 graduate of the Pennsylvania State University.