In this episode of 'The Move,' host Larry Williams interviews Kristen Cover, the Associate Vice President of Business Development and Marketing at Dell Children's Health Plan.

Kristen shares her unique perspective on the importance of aligning marketing promises with operational realities, shaped by her professional journey and personal experiences as a parent of a medically complex child.

She emphasizes operational intelligence, which involves deeply understanding the patient's journey and collaborating across departments. Kristen reveals how mapping customer journeys and immersing marketers in operational activities, such as call centers, can ensure that marketing campaigns truly reflect the patient experience.

The episode also highlights the importance of open communication and collaboration with operational teams and adapting marketing strategies based on real patient feedback.

00:00 Introduction to Aligning Marketing with Patient Journeys

01:00 Meet Kristen Cover: Navigating Healthcare Marketing

02:32 Understanding Operational Intelligence

04:26 Kristen's Personal and Professional Journey

08:26 The Importance of Call Centers in Healthcare Marketing

11:58 Collaborating Across Departments

23:33 Leveraging Data and AI in Healthcare

25:53 Final Thoughts and Advice

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