Shifting Customer Engagement Models in Diagnostics: Winning in a Rapidly Evolving Market
September 29, 2026
2:00 PM – 3:00 PM
Join Deloitte in this discussion examining how rising consumer expectations, new technology entrants, and evolving provider roles are reshaping how diagnostics manufacturers engage their customers.
Presented by Deloitte
Shifting Customer Engagement Models in Diagnostics: Winning in a Rapidly Evolving Market
September 29, 2026
2:00 PM – 3:00 PM
Shifting Customer Engagement Models in Diagnostics: Winning in a Rapidly Evolving Market
September 29, 2026
2:00 PM – 3:00 PM
Join Deloitte in this discussion examining how rising consumer expectations, new technology entrants, and evolving provider roles are reshaping how diagnostics manufacturers must engage their customers. Drawing on newly published research from the Deloitte Center for Health Solutions, including surveys of 100 manufacturer and provider executives and 20 in-depth interviews with industry leaders, this webinar surfaces where manufacturers are misaligned to provider reality, where workflow friction is highest, and what it takes to compete in a market shifting toward consumer-driven, outcome-oriented models.
Attendees will leave with a concrete view of where the engagement gap is widest and practical priorities for closing it.
What You Will Cover:
- The B2B2C readiness gap: why 62% of manufacturers say future growth depends on a B2B2C model, yet few are equipped to operate there
- Stakeholder misalignment: who is actually making diagnostic decisions, and why targeting procurement first is the wrong starting point
- Provider workflow friction: where ordering, prior authorization, and EHR integration are breaking down, and what manufacturers can do about it
- Consumer expectations: how wearables companies and digital health entrants are raising the bar, and what that means for manufacturer strategy
- Four priorities for action: from stakeholder segmentation to data and AI backbone investment
- Live Q&A with presenters
Date: Wednesday, September 29, 2026
Time: 2:00 PM – 3:00 PM ET
Location: Online
Meet the Speakers
Carly Cook, Managing Director, Deloitte LLP
Carly Cook is a leader in Deloitte’s Life Sciences practice, focused on commercial and front office strategy across the MedTech and Diagnostics sectors, partnering with organizations to accelerate growth, strengthen customer engagement, and drive innovation in an increasingly convergent healthcare landscape. She brings deep experience developing and accelerating digital and connected healthcare priorities by leveraging cross-functional, cross-industry perspectives to shape, test and launch new business models.
Rob Bucciarelli, Partner, Deloitte Canada
Rob Bucciarelli is a Partner in Deloitte’s Global Diagnostics practice, where he specializes in supporting diagnostic laboratory and imaging service providers design and implement their transformation programs. He has 18+ years’ experience leading business and technology transformations in both consulting and industry roles. With Deloitte, Rob has led modernization and transformation engagements at some of the largest laboratory providers across North America and Australia. Prior to joining Deloitte, Rob was the Director of Digital Health and Commercial Strategy at Dynacare, one of Canada’s leading diagnostic laboratories (subsidiary of Labcorp), where he led the launch of multiple digital solutions for patients, healthcare providers, and B2B clients.
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