Host: As SVP, Client Experience, Coley Norman leads his team to closely align with clients, delivering a true experience built on satisfaction, confidence and trust as their partner.
Research from Salesforce says that 80% of customers believe the experience a company provides is just as necessary as its products or services. We agree! An exceptional client relationship relies not only on personal attitudes and accountability, but also on a keen understanding of PBM transparency, pharmacy cost drivers and each client’s unique circumstances.
Beyond providing great day-to-day service, the Liviniti Client Experience team orchestrates a proactive relationship that focuses on value creation. Take 5 to learn how we earned a 95% satisfaction rating on our 2025 client survey.
Key areas of discussion:
- The difference between a service and an experience
- The importance of a data-led organization
- Collaboration across the enterprise