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Executives from Henry Schein sit down with members of the dental industry media to talk about the customer experience, during a round-table discussion held during the Midwinter Meeting in Chicago. (Photo: Fred Michmershuizen/DTA)

Enhancing the customer experience

By Fred Michmershuizen / DTA
February 24, 2020

CHICAGO, Ill., USA: During the recent Chicago Dental Society Midwinter Meeting, the top executives from Henry Schein invited members of the dental industry media to a round-table discussion on the importance of the customer experience.

Ann Marie Gothard, vice president, corporate media relations at Henry Schein, called the proceedings to order with welcoming remarks and a video presentation on the company’s “Rely on Henry Schein” theme, focusing on its high-touch, full-service value proposition and the complete range of products and services available to dental professionals.

Stanley M. Bergman, chairman of the board and CEO of Henry Schein, pointed out that good oral care is key to a person’s overall health and that it’s important for the dental media to help educate dentists and ultimately their patients.

“Our job is to ensure that the public understands the direct correlation between good oral care and good health care. I think the media has a key role in educating the dentists on how to communicate in their communities the importance of oral care,” Bergman said.

Jonathan Koch, senior vice president and CEO of the Henry Schein Global Dental Group, says a key goal of Henry Schein is to enhance the overall experience for customers. (Photo: Fred Michmershuizen/DTA)

“Customers rely on Henry Schein for reasons as varied as the customer’s unique needs and as broad as the wide range of solutions that we offer,” Bergman continued. “It is our job to improve the experience that dentists have in managing the practice. Dentists are trained to be great clinicians and scientists but are not trained on the business aspects of running a practice. Our job is to help practitioners operate a more efficient practice, so that practitioners can provide better clinical care.”

Next up was James P. Breslawski, vice chairman and president of Henry Schein, who talked about the company’s ongoing efforts to listen to its customers and to offer solutions that can help them be successful.

Several other key leaders from Henry Schein — including Jonathan Koch, senior vice president and CEO of the Henry Schein Global Dental Group; AJ Caffentzis, president of U.S. dental distribution; Rita Acquafredda, president of global laboratory business; and Mark Hillebrandt, chief marketing officer, global dental distribution — also spoke about the importance of the customer experience and how the company’s various branches are addressing this trend.

At the conclusion of the remarks, those from the dental industry media had the opportunity to ask questions. The discussion that followed offered insights on the state of the industry today, and how Henry Schein aims to capitalize on its vast array of products and services, with the ultimate goal of helping customers optimize their business models so that they can ultimately provide better patient care.

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