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Monday, December 7 • 3:00pm - 4:30pm
Track 2 (Workshop): Transforming the Customer Experience in Health and Human Services

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Does your contact center make it simple for customers to get the right answers to their questions, at the right moment, in the right way? In this session, you’ll learn how Accenture, AWS, and Salesforce are collaborating to transform the customer experience. The Advanced Customer Engagement solution is cloud and AI-enabled, featuring a human-centric design with digital self-service options, omnichannel experiences, and robotic process automation. Outcomes include more cost-effective use of funding, data-driven decision making, and improvements in employee satisfaction. The solution frees agents and caseworkers from repetitive mundane work to focus on their agency’s mission. It also enhances a state’s ability to achieve population and wellness objectives, because customers are more empowered to engage with the programs, services, and benefits offered by their state.

Moderators
avatar for Melissa Rowe

Melissa Rowe

SLG Health and Human Services, Amazon Web Services, Amazon Web Services
Melissa Rowe is a Senior Partner Strategist with Amazon Web Services’ (AWS) Health and Human Services practice, where she has played an instrumental role in the formation of the group over the past four years. Melissa has over 25 years of experience in health and human services... Read More →

Speakers
avatar for Roderick Bremby

Roderick Bremby

Senior Director, Health and Human Services, Salesforce, Inc.
Roderick L. Bremby recently joined Salesforce after serving two terms as Commissioner of the Connecticut Department of Social Services.  Bremby led Connecticut’s largest health and human service agency in service to over 1M Connecticut residents. During his eight years at the Department... Read More →
avatar for Gaurav Diwan

Gaurav Diwan

Managing Dir. of Human Services, Accenture
Gaurav Diwan is a Managing Director in Accenture’s Health & Public Service practice, and the industry lead for Integrated Eligibility and Public Assistance. He is responsible for all work that Accenture delivers to public assistance agencies, and is currently leading Accenture’s... Read More →
avatar for Sean Pearson

Sean Pearson

CIO, New Mexico Human Services Department
Sean Pearson is the Chief Information Officer of the New Mexico Human Services Department.  As CIO, Mr. Pearson oversees information technology operations for one of the largest agencies in New Mexico State Government that includes Medicaid, TANF, SNAP, child support, behavioral... Read More →


Monday December 7, 2020 3:00pm - 4:30pm PST
TBA

Attendees (3)