In the highly regulated and rapidly evolving medical device industry, capturing and leveraging the Voice of the Customer (VoC) is essential for enhancing product quality, ensuring compliance, and fostering patient-centric innovation. Traditional complaint-handling systems often struggle with the volume, variability, and complexity of feedback, leading to missed insights and reactive approaches.
This session examines how artificial intelligence (AI) is transforming complaint handling by enabling proactive, data-driven strategies. Attendees will discover how AI-enabled systems analyze unstructured data, identify trends, and extract actionable insights from customer feedback while ensuring compliance with regulatory standards. Through examples, we will demonstrate how AI can turn complaints into opportunities for innovation, improve customer satisfaction, streamline reporting processes, and ultimately enhance patient outcomes.
Join us to
- Understand the Role of AI in Complaint Handling: Explore how AI-enabled tools can transform traditional complaint handling by automating data analysis, identifying trends, and ensuring adherence to regulatory standards.
- Learn to Capture and Leverage the Voice of the Customer (VoC): Discover strategies for utilizing AI to extract actionable insights from customer complaints, transforming feedback into opportunities for product and process innovation.
- Drive Innovation While Enhancing Compliance: Acquire practical knowledge on implementing AI-enabled solutions that meet regulatory requirements and promote a culture of continuous improvement and patient-centric innovation.
Zillery A. Fortner
Industry and Business Development Director, SM
Honeywell Life Sciences
Zillery A. Fortner is a respected professional in the life sciences industry with over 30 years of experience. She has held roles like surgical assistant, quality assurance specialist, regulatory affairs expert, and accreditation professional. Now, she is the Industry Business Development Director, SME at Honeywell, advocating for customers.
Her dedication to innovation is evident in her involvement in professional organizations and her numerous patents. Zillery’s extensive knowledge helps drive digital innovation and ensure regulatory compliance in the industry.
