How Humana Delivers Exceptional Customer Experiences


Customers today expect exceptional service in every interaction. As customer questions and problems pour in through websites, phone calls and social media, it’s critical that organization are agile in adapting new processes. To drive Humana's growth in healthcare, they needed to reinvent their core processes on Salesforce with advanced technologies such as AI, automation, and intelligent workflows. Hear from Rachel O'Dea, Humana's Director of Digital Transformation, on how it partnered with IBM Services and the IBM Garage to build and scale mission-critical processes in under three months.


Glenn Finch

General Manager, Global Leader CBDS, IBM

Mr. Finch’s emphasis on Process Re-Imagination, AI, Data and IOT is focused on the most challenging and transformative engagements which IBM undertakes. Those engagements have leveraged broader Customer Centricity, Experience, and multiple Operations activities across process domains.

Rachel O'Dea

Director IT Operations, Humana

Rachel O'Dea is excited to present along side Glen Finch at the IBM Think Conference to highlight some of the quick wins Humana has achieved through rethinking the approach to software development and innovation. She s a proven solution delivery director for multiple Salesforce deliveries at Humana reaching over 25,000 customers. In this role, her engaged teams have built solutions on Sales Cloud, Vlocity, Service Cloud, LiveAgent, Platform Security, and more. Rachel has 15+ years of experience on a variety of technically challenging projects involving SalesForce, systems of systems architecture, engineering, test, and support. Through each assignment, she challenges her teams to consider new ways of working and solving the problems of the customer.