Transforming Healthcare with Technology: CVS Health’s Tilak Mandadi on Developing a Consistent Omnichannel Customer Experience
Tilak Mandadi is the Executive Vice President of Ventures and Chief Digital, Data, Analytics and Technology Officer of CVS Health, an integrated health services company that earns roughly $355 billion in annual revenue. Tilak leads the company's data, digital, and technology strategy while overseeing growth and innovation through digital led, customer-facing experiences and services. Previously, Tilak was the Chief Strategy Officer at MGM Resorts International, and prior to that he was the Executive Vice President of Digital and Chief Technology Officer at Disney. April 15, 2024863: In the Digital Age, customers rarely distinguish between digital and physical when evaluating the experiences provided by companies. In this episode of Technovation, Tilak Mandadi, Executive Vice President of Ventures and Chief Digital, Data, Analytics, and Technology Officer at CVS Health, joins Peter High in a discussion about how he is driving a consistent and accurate omnichannel experience for customers. Tilak discusses the evolution and current scope of CVS Health, detailing the company’s extensive reach and current integration of physical and digital healthcare services. He reflects on his career journey from MGM Resorts International and Disney to CVS Health and how his prior experiences have informed his view on digital innovation, customer-centricity, and healthcare accessibility. Tilak talks about leading CVS Health Ventures and the organization’s role in fostering innovation and investments in healthcare technology, keeping CVS Health abreast of industry trends, and providing critical assistance to startups through the company’s scale and expertise. Finally, Tilak explains why a one-company mentality is essential for creating better customer experiences, looks ahead at broader technology trends in AI and digital accessibility, and speaks about the personal principles that have guided his career success.
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This episode is sponsored by Nile.
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“We made a very firm commitment to think omnichannel… we want our customers to have the same experience regardless of how they engage with us.”The World Class IT principles in yellow were the focus of this interview
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