THINKING FORWARD ABOUT DATA CULTURE IN BUSINESS AND HEALTHCARE with Tiffani Bova, Global Growth and Innovation Evangelist at Salesforce

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I recently sat down to discuss the present and future of data culture in business and healthcare with Tiffani Bova, Global Chief Growth and Innovation Evangelist at Salesforce.com, global keynote speaker and host of a top 50 global Sales podcast called “What’s Next”. She is a bright, intelligent, and dynamic leader who is currently focused on integrating the customer experience with the employee experience as she strongly believes it is this combination that may propel businesses or even healthcare institutions and practices forward. Listen to her thought-provoking insights and real world case studies in this live episode during which she reviews elevating the patient experience, real world implications of our digital health transformation, as well as a range of innovative business management concepts. HIGHLIGHTS. 1:36 - Where do you find your sources of energy today? 3:47 - How do you think the healthcare sector is capitalizing on data to make and improve its decisions? When you look back at the last 18 months, we saw a digital transformation over a period after the height of the pandemic in March 2020 that we had not seen in the previous decade across all industries. The expectations of consumers, who were now doing everything from home changed radically as they now entertained the thought of also setting up an appointment with their doctor. These expectations have been pulled from across various industries and healthcare made many strides, though many critical issues remain. We were discussing electronic health records in 1998, yet fast forward over 20 years, and we are still not communicating patient data efficiently due to privacy issues and HIPAA regulations. 6:13 – We have to ask, “Is the patient experience as evolved, mature, and innovative as the customer experience on the consumer side?” 9:46 – How do businesses now use data to attract not just the attention of their audience but the context for their decision making for it to develop deep understanding and consolidate the information shared by the business? There is a crisis of trust across different industries, lack of patient education about how their data is used, and delay in communicating product recalls. 14:03 – In this world of working remotely what are some technologies such as Slack or others that you find helpful to engage team members virtually? 19:59 – As you are trying to become more agile, productive, connected to your patients, you have the opportunity to provide more care, not less care. 21:23 – In your book “Growth IQ” you talk about Sales Optimization and the need to target different kinds of customers at different times. How do you engage different kinds of customers at different times to influence a successful launch of a product whether you are in the pharma or a different industry? 26:11 – Wearing more of a business hat, what are any other business specific suggestions you have on approaching the launch or a post-launch of a product? If you are attracting new customers, think about what makes you unique. Data shows that 80% of decision making of customers is based on their customer experience with the company or brand rather than product attributes. So your potential new customers will leave you before they ever find out how great your product may be if they cannot find information about the experience they are likely to expect from you. 30:09 – How do you separate the signals from the noise in a data culture that is social conscious, private, yet transparent? 34:22 – How are you stretching yourself and lifting others now or in your next project? I want to shine a light on where I have been spent my time in the last 6-7 months - making sure that the people who work with you are equally inspired, enabled, and capable of trying new things and failing. The fastest way to get new and more customers is to get your employees to love their job because if they are happy, they will provide a better experience for your customers.