“We represent physicians in all practice settings in all specialties all across the country, but when you really think about consumer brands and understanding experiences, it’s really about people’s beliefs and attitudes — and so you really have to start there.”
– Todd Unger, Chief Experience Officer & SVP of Marketing & Member Experience, the American Medical Association
Welcome to OneTAKE Live! In this episode, Ian Barkin sits down with Todd Unger, chief experience officer and senior vice president of Marketing & Member Experience at the American Medical Association (AMA), to talk about digital experiences in the medical field, the innovative ways tech and big data are making a splash in healthcare and telemedicine, and much more. Come listen, STAT!
Even in medicine, the experience you provide matters. Though we might use different words in different industries when we’re looking for help, like “customer” or “patient,” at the end of the day, we’re all people — human beings in need. And that’s why healthcare workers are so important. When we’re hurt, suffering, sick, or just not feeling our best, we’re lucky to have healthcare workers and their supporting staff always at the ready to assist.
Similarly, when healthcare workers, and especially doctors, need help, the AMA provides a comparable service — ensuring that the brave individuals who save lives daily always have access to the help and assistance they need. And how do they do that? The same way doctors care for their patients: by getting to know them.
“I think that’s the most important part of when you talk about experience. People tend to always skip right to the product — like, ‘let’s talk about the experience.’ Listen, let’s start with our audience, and really understanding them.” Todd says. “It goes back to my days at Procter & Gamble and Leo Burnett — using audience segmentation to really understand who it is that you’re talking to, and of course, experience grows out of that.”
Having formerly worked with big names like A+E’s Lifetime network, AOL, and Time Inc., Todd brings an impressive understanding of consumer experiences into the medical world. By applying his many skills acquired from a successful career in private industry, Todd is at the forefront of the next generation of digitally focused changemakers ushering in the next phase for healthcare, provider, and patient experiences.
Join us and learn more about how leveraging data and working to understand the people you serve can make all the difference in their experience on OneTAKE Live!