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Agenda & Speakers

It Takes Patients: Customer Loyalty in the Healthcare Industry

For companies in the healthcare industry, communication is crucial. For many companies, a piece of this challenge is handling the balance between a highly regulated industry and an effective customer engagement strategy. Walking the line of providing a necessary public service while still striving for customer experience excellence is something that healthcare brands have been working to perfect over time.

Join these brands from the healthcare space as they share the challenges and opportunities that come along with marketing in one of the world's most complex industries.
Key Takeaways
- Using brand communication to define a healthcare brand promise
- The challenge of relating to a wide spectrum of customer segments with informative and engaging content
- Balancing regulations with effective marketing strategies


Mark Rothwell, AVP Brand & Consumer, Direct, & Loyalty Marketing, American Family Insurance

Mark Rothwell is the Brand and Consumer Marketing AVP at American Family Insurance, a Fortune 300 company.  Mr. Rothwell leads Brand and Consumer Marketing which includes strategic oversight of the integrated brand and product campaigns, direct marketing, sponsorship and events, DreamBank and DreamKeep Rewards loyalty teams.  Mark is also a champion of Inspiring, Protecting and Restoring Dreams on behalf of American Family Insurance.
Mr. Rothwell joined American Family in January 2015 to lead the Product and Field Marketing teams after a successful marketing career including leadership roles at Oscar Mayer, The Coca-Cola Company, Miller Brewing Company, Famous Footwear, Dean Clinic and Aurora Healthcare.
Mr. Rothwell holds an MBA from the University of Wisconsin and a Bachelor’s of Science Degree in Hotel and Restaurant Management/Business Administration from the University of Wiscsonsin-Stout.

Kacey Wilson, Director, Customer Engagement, Cardinal Health

Kacey Wilson is a customer-centric zealot with more than 20 years experience working in global organizations within the pharmaceutical and healthcare vertical.  She has successfully led marketing initiatives designed to deepen knowledge of customers, increase loyalty and improve business results. Her broad-based experience spans areas such as branding, integrated communications strategy, messaging, CRM, digital marketing, and ecommerce.
At Cardinal Health, Kacey is responsible for managing a team dedicated to customer loyalty programs, sales enablement initiatives, and integrated marketing strategy – all focused on improving the customer experience. 

Kacey received an MBA from Franklin University, a BFA in Theatre Performance and a BS in Advertising Communications from Miami University.  She is also a member of the Healthcare Businesswomen’s Association.   

Agenda Overview

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