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Medela Case: Digital Transformation and Employee Experience During the Global Pandemic

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Camelia Hayman
Director of Customer Service Excellence at Medela
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About the talk

Digital Transformation and Employee Experience during the Global Pandemic

The global pandemic has had an immense impact on organizations around the world, transforming how they connect with their employees and customers. Learn how the transition to digital during work from home was handled by Medela. Get insights how to:

  • Manage and engage teams internally to achieve the joint goal of positive customer experience

  • Equip employees with best skill-set for dealing with unexpected queries

  • Creat shared sense of purpose to achieve unmatched customer experience


Create the workplace culture that attracts positive experience for both employees and customers.

00:00 Intro

00:30 Camella Hayman

02:02 Agenda

03:10 Demo

05:40 About Company

06:57 Consumer and Healthcare\

07:11 Culture is key

12:27 Tangibles

25:10 Lessons

27:50 Q&A

About speaker

Camelia Hayman
Director of Customer Service Excellence at Medela

Accomplished, energetic and passionate leader with over 20 years’ experience in the Pharma/Medical Device and Manufacturing industries, specializing in Operational Management and Customer Service/Experience. Dedicated to quality, service, success of the organization, my teams and above all – our customer. As a proven leader with a collaborative approach, strong problem solving and critical thinking skills, I place the customer experience first by engaging and coaching my direct reports to be the best representatives they can, with a high emphasis on the human touch. As a devoted mother of 3 tween daughters, I am committed to learning as much from the future leaders of tomorrow, as I am about sharing my own experience to bring care, kindness and humanity back to the service experience.

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Next we have come up on the case study on digital transformation and employee experience during the global pandemic. So yes, yesterday. We went three sessions for mention the word pandemic which right on top of us here as chameleons are the director of service Excellence at Avila. Canada's going to talk more about the work. She's done. So well community. LOL, I can't see you but I'm sure you're out there enjoying and having a great time at the conference. All right, so I'm going to start and I'm going to say, again. Thank you for having me. It's it's wonderful to be here.

And I'm, you know, the pandemic, we all know the pandemic started in March of 2020 and our world has changed. So I'm going to go through a little bit of that digital transformation that we had to go through specifically, at Modelo about how to go about doing that. What happened? What were some of the key factors that we absolutely had to deal with more specifically about the role of our employee experience? And that how how all of that came together for us and how we are, you know, a year-and-a-half later what we're experiencing and what are some of the key takeaways that

we can look at as we went through this transformation. So when we talk about what's happened at Modelo, all first, start about introducing who Medela is some of you may know us as a breast pump company and others may know us from the Hospital business like to do is to just go ahead and start my slide a little bit and go from there. So, bear with me, we just did this. Make sure that we're good to go. Okay, so digital transformation, play experience during the global pandemic. So

having said that, we're going to be looking at a little bit. As of course, the Dell at a glance. We're going to be talking about how the world change for all of us. And how that Human Experience. Not only the customer experience, has transformed everything along our path or

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February 10 - 11, 2021
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