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.

00:00 Introduction
01:19 Overview of CVS Health's Business Model
02:57 Innovation and Ventures at CVS Health
07:03 Digital, Data, Analytics, and Technology Strategy
11:00 Addressing Common Customer Frustrations
14:19 The Future of Digital Accessibility
19:26 Leveraging B2C Experience for Customer Insight
23:57 Fostering a One-Company Mentality
27:22 Tech Trends: Technology and AI in Healthcare
33:36 Secrets to Success
41:07 Outro

An audio-only version of this interview is available as episode 863 of Metis Strategy’s podcast, #Technovation with Peter High. Learn more at http://bit.ly/Technovation-863.

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