Andy Baratz

Global Head of Clinical Services Alcon

Andy Baratz is a transformational global leader with extensive experience in driving innovation, operational excellence, and strategic growth within the medical device and healthcare industries. As the Global Head of Services and Support at Alcon, Andy also serves on the Alcon Board of Directors, the Alcon Cares 501(c)(3) Board, and leads the Alcon Employee Resource Organization’s Military Affinity Group.

In his current role, Andy oversees a multi-functional organization encompassing Global Training Delivery, Distributor Development, Global Salesforce.com Operations, and Customer Experience. His leadership has been instrumental in Alcon’s journey to deliver world-class service and solutions across over 140 countries.

With a strong foundation in operational leadership and a deep passion for innovation, Andy is committed to making a lasting impact on Alcon’s global services, delivering transformative solutions that enhance the customer experience on a global scale.

Day 1: Advancing Device Compliance and IT Integration in Hospital Services: Navigating Product Challenges for Enhanced Care

9:05 AM Keynote: Unifying Global Service Strategies: Scaling and Integrating Operations Across Borders

This session delves into the complexities and strategies for scaling service operations globally within the medical device industry. It focuses on overcoming regional disconnections and aligning diverse business practices under a unified service model. Participants will learn about leveraging data analytics for strategic decision-making and utilizing advanced technologies like AI to enhance service delivery and customer engagement across different markets.

Strategies for integrating disparate regional operations into a cohesive global service framework.
Utilizing data analytics for market analysis and strategic investments to enhance global scalability.
The role of standardization and customization in global operations: Balancing 80% standardization with 20% localization to meet regional needs.
Case studies on successful global service integration, highlighting the use of platforms like Salesforce and AI tools for streamlined workflows and better service delivery.
Challenges and solutions for managing multilingual and diverse regulatory environments in global service operations.
Future trends and technologies that are shaping global service strategies in the medical device sector.

4:35 PM Panel-The Evolution of the Modern Service Call in Medical Device Industry

This session explores the transformation of service calls in the medical device sector, highlighting how new technologies and segmented technician roles are reshaping customer interactions. We'll examine the integration of digital tools and the differentiation in technician personas—from call center agents to field specialists—that tailor service experiences to meet modern expectations and regulatory requirements.

Overview of new technologies influencing the structure and execution of service calls in the medical device industry.
Analysis of different technician personas: Understanding how roles are segmented to enhance service delivery and customer satisfaction.
Learn how leading medical device companies have successfully transformed their service call protocols.
Discussion on the impact of regulatory changes on service call procedures and technician training.
Future outlook: Predictions on the evolution of service calls with emerging technologies like AI and remote diagnostics.

Check out the incredible speaker line-up to see who will be joining Andy.

Download The Latest Agenda