Tilak Mandadi, Chief Digital, Data, Analytics, and Technology Officer at CVS Health, is leveraging technology to revolutionize customer service in the pharmacy industry. He aims to achieve improved integration and communication between pharmacies and insurance providers through a new app set to launch later this year. The goal is to provide real-time prescription updates and transparent cost information.

Mandadi highlights that the consumer experience in other sectors has been improved by technology, while complex legacy systems and strict privacy regulations in healthcare have led to delays. He compares the situation to industries like hospitality and taxi services, which have been transformed by digital solutions. Mandadi, who also serves as Executive Vice President of Ventures at CVS Health, sees great potential to achieve similar advances in the healthcare sector.

Here is the translation of the heading into English:

Customers often face challenges such as unexpectedly high medication costs, confusing customer service menus, and locked product displays that hinder quick shopping. Additionally, a shortage of pharmacists exacerbates the issue, leading to overwork and dangerous errors. Mandadi sees an opportunity for improvement through technological innovations. For instance, robots could take over pill counting, while AI-powered systems could assist pharmacists with specific alerts and information to enhance efficiency and improve direct patient contact.

Another focus is on the development of AI applications that support human interaction but are not intended to make diagnoses, emphasizes Mandadi. The use of AI in healthcare should minimize human errors and promote human contact, not replace it.

In the context of the Metaverse, which Mandadi already discussed during his time at Disney, he continues to see great potential for innovative customer experiences, such as features that allow loyal customers to unlock products in physical stores. Despite the criticism and the hype, Mandadi remains optimistic about the applications of the Metaverse in healthcare.

Finally, Mandadi emphasizes the importance of offering a service that meets customers' needs and desires through the new app and improved data integration, by providing them with more control and transparency in managing their health data.