Cochlear: Transformation in Action & Lessons Learnt

Karen O’Driscoll, CIO at Cochlear discusses the evolution of Cochlear’s business model, highlighting significant changes in the company’s approach to different markets and customer interactions. She emphasises the shift from a predominantly B2B model to more direct B2C engagements, particularly as the company expands from focusing on paediatric hearing solutions to addressing the growing adult market. This shift necessitates new strategies for interacting directly with customers and adapting to diverse healthcare demands across over 50 countries.

Karen also elaborates on the importance of leveraging connected devices and real-time data to enhance customer experiences and health outcomes. She explains how Cochlear uses data from implanted devices to monitor and improve hearing quality, track patient progress and inform healthcare professionals. However, she acknowledges that while the technology allows for real-time insights, challenges remain in ensuring that these innovations are adopted and effectively used by healthcare professionals who are accustomed to more traditional…