The Move in Marrying Marketing Execution with Operational Intelligence with Kristen Cover

In this episode of 'The Move,' host Larry Williams interviews Kristen Cover, the Associate Vice President of Business Development and Marketing at Dell Children's Health Plan. Kristen shares her unique perspective on the importance of aligning marketing promises with operational realities, shaped by her professional journey and personal experiences as a parent of a medically complex child. She emphasizes operational intelligence, which involves deeply understanding the patient's journey and collaborating across departments. Kristen reveals how mapping customer journeys and immersing marketers in operational activities, such as call centers, can ensure that marketing campaigns truly reflect the patient experience. The episode also highlights the importance of open communication and collaboration with operational teams and adapting marketing strategies based on real patient feedback. 00:00 Introduction to Aligning Marketing with Patient Journeys 01:00 Meet Kristen Cover: Navigating Healthcare Marketing 02:32 Understanding Operational Intelligence 04:26 Kristen's Personal and Professional Journey 08:26 The Importance of Call Centers in Healthcare Marketing 11:58 Collaborating Across Departments 23:33 Leveraging Data and AI in Healthcare 25:53 Final Thoughts and Advice Learn more about your ad choices. Visit megaphone.fm/adchoices