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Gartner Expert
Faith Adams
Sr Director Analyst
Senior Director, Analyst on the Gartner healthcare and life science industry research team. In this role, Faith supports healthcare and life science leaders who seek to embrace strategies that drive consumer engagement and improve total experience.
Her coverage is focused on how organizations can develop engagement and total experience strategies that deliver business results, customer journey and ecosystem mapping, how to improve the healthcare employee experience, developing a consumer-centric culture, and how technology supports experience transformation.
Previous experience
Before joining Gartner, Faith spent 15+ years in various facets of the healthcare industry having worked with providers, payers, and pharmaceutical and life science companies, developing and implementing strategies that drive consumer and patient engagement, improve total experience, and deliver business value. In addition, she spent just under 5 years as an industry analyst covering customer experience (CX) across all industries at Forrester Research, where she also supported healthcare clients in achieving their objectives.
In her time as a CX leader and practitioner, Faith developed and implemented impactful customer engagement and total experience strategies that demonstrated ROI and business value.
Professional background
Forrester Research, Senior Analyst (Customer Experience), 5 years
Highmark, Lead, Consumer Experience, 2 years
John Hancock , Director of Customer and Wellness Experience, 2 years
Lonza, Global Head of Customer Experience, 1 years
Areas of coverage
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Customer Experience
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CRM Strategy and Customer Experience
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Healthcare Provider, Payer and Life Science Industries Ecosystem
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Industry Marketing Strategy and Execution
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U.S. Healthcare Payer Insurance Industry Insights
Education
B.A., Political Science - University of Pittsburgh
Customer Experience Certificate Program - George Washington University School of Business
Top Issues That I Help Clients Address
How can AI and other technologies improve consumer and patient engagement to create loyalty and generate revenue
How to improve healthcare customer, employee, and partner experiences with technology
Experience transformation for payers, providers and life science organizations
Consumer and patient engagement strategies and technologies
When and how to embrace technology to drive engagement and improve total experience