Today’s interview is with Andrea Prazakova, who is Senior Vice President Customer Experience at Mastercard in the UAE and David Boucher, the Chief of Service Excellence at Aster DM Healthcare in Dubai, UAE. Andrea and David join me today as we revisit a panel discussion that we had at the CX NXT Martechvibe event in November 2021. We had a lot of fun talking about customer experience, loyalty, the connection between the two, cultural change and implications for CX leaders.
This interview follows on from my recent interview – CRM systems are not designed with users, and particularly sales users, in mind – Interview with Justin Vaillancourt of Dooly – and is number 414 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.
Here’s the highlights of my chat with Andrea and David:
Andrea Prazakova is Senior Vice President Customer Experience, Mastercard, UAE. Andrea drives the design of customer experiences across multiple geographies in MEA. Her Design Thinking prowess, obsession with customer experience and active leadership creates innovative concepts and solutions.
For over 23 years she has honed her skills within some of financial heavies – Raiffeisen International, UniCredit, Erste Bank, IFC and BancABC (Atlas Mara) across Europe, Asia and Africa. In 2019 after developing and implementing Strategic Eco Systems for Mastercard in Middle East and Africa, for over 3 years, she embarked on the exiting new road Customer Experience Design.
Her cached arsenal packs formidable skills in Strategy, Product Development, Marketing, CRM, Cards, Sales, Channel & Eco System Management. She is a mother, a gourmet chef and fashionista.
David Boucher is Chief of Service Excellence, Aster DM Healthcare, Dubai, UAE. David Boucher has worked in healthcare for over 40 years and currently serves as Chief of Service Excellence at the corporate level for Aster DM Healthcare. In this capacity, he is guiding the 27-hospital chain through its service excellence journey. Prior to Aster, Mr. Boucher served for two years as Chief Business Transformation Officer at Bumrungrad International Hospital in Bangkok, Thailand. Mr. Boucher previously served 18 years as an executive of BlueCross & BlueShield of South Carolina. From 2006 through 2016, Mr. Boucher also served as President of Companion Global Healthcare, Inc. – the world’s only medical tourism facilitator owned by a major health insurer. Prior to 2000, David served as CEO at several hospitals in the U.S.
Mr. Boucher earned his BS degree from Slippery Rock University (PA) and a Master of Public Health degree (MPH) from the University of South Carolina; he has been named a distinguished alumnus by both institutions.
David has been quoted in over 250 newspapers and journals including The Wall Street Journal, New York Times, The Economist, U.S. News & World Reports. He has been interviewed on NBC Nightly News and Fox Business News. He as delivered lectures on disruptive innovation in healthcare at Harvard Business School, Yale School of Management, and Harvard Medical School. He currently resides in Dubai, UAE.
Thanks to congerdesign on Pixabay for the image.