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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. For others, its a matter of branding, often needing to piece together a cohesive message shared by multiple brands under one umbrella. 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


Bob Macdonald, President & CEO, Bond Brand Loyalty

Bob’s been at the helm of Bond Brand Loyalty since 2001. Under his leadership the company has grown in size, strength, skill & whiteboards. You’ll find his long held belief in loyalty in every aspect of Bond’s work and play. You’ll also find him asking questions, sharing insights and exploring ideas. It’s this hunger for knowledge, coupled with a strong vision, that’s helped lead Bond to the forefront of digital and human experience marketing. Bob likes to roll up the sleeves. But he’ll also roll out a great story. He knows loyalty. And he inspires it.

Esi Davis, Senior Brand Manager, Nestlé Skin Health

Esi Glakpe Davis is an experienced product innovator, passionate about consumers and connecting them to products designed to meet their needs. In her role as Senior Brand Manager for Nestlé Skin Health, she directs marketing and sales strategies for the Aesthetic & Corrective Business Unit, overseeing the growing ASPIRE consumer rewards & loyalty program, consumer and field marketing activities and digital presence. 

Before joining Galderma in 2015, Esi spent 10 years at Procter & Gamble in Research & Development Family Care and Marketing & Brand Management in the Hair Care & Color division.

Esi holds a Master of Business Administration from University of Chicago Booth School of Business and Bachelor of Science in Chemical & Biomolecular Engineering from the Georgia Institute of Technology.

Esi currently resides in Fort Worth, Texas with her husband. She loves to travel and watch movies.

Harlan Spiva, Director of Transformation, BB&T Health Management Systems

Harlan Spiva is Director of Transformation in Health Management Systems, a division of BB&T. He provides internal and external consultation services to BB&T affiliates and their corporate clients in population health management, wellness, and wellbeing. Harlan advises and assists corporate clients in the creation and transformation of programs to enhance health, wellness, and well-being, and leads the implementation and evaluation of them.
Harlan is a data storyteller and behavior designer with decades of experience leading cross-functional teams in successfully achieving aspirations, outcomes, and value on investments. He begins by efficiently using available resources and then evaluates growth opportunities. With a history of successful collaboration, he specializes in harnessing evolving technology while preserving the familiarity of a human handshake and smile.

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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