An Interview with HCSC: Digital Leadership Through Crisis

Jackson Boen

Div. SVP, Customer Service Ops

HCSC

Russell Glover

Director, Solution Engineering

Salesforce

Didier Olivier

Solution Engineer

Coveo

"Overnight, it went from 'Should we do something about this?' to thinking of and working only on this transition twelve hours a day."  - Jackson Boen, Divisional SVP of Customer Service Operations at HCSC
 
The Covid-19 crisis has forced healthcare organizations into a new normal, within a matter of days. They had to rapidly enable a newly-remote workforce, and continue to support requests from members and partners - all while carefully handling the human emotions that come with change and uncertainty. Healthcare organizations now need to pivot digitally in order to move forward in the next work reality - but what will that transformation look like?

Watch this session featuring Jackson Boen, Divisional SVP of Customer Service Operations at HCSC to learn how the country’s largest customer-owned health insurance company is handling change management and digital transformation for over 10,000 service employees. Along with executives from Salesforce and Coveo, we’ll share: 
  • Lessons learned from HCSC’s experience in the response to the pandemic, and the impact it’s had on its employees and members alike. 
  • Insights into how they are preparing for what’s to come, and the key decisions they are contemplating for a safe and productive workplace. 
  • Essential digital capabilities and AI-powered innovations, which will help your organization optimize proficiency and future proof service delivery. 

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