NEWTOWN, PA — CenTrak has announced the appointment of Steffi Thorlichen as its new Chief Customer Experience Officer (CXO). With a robust background spanning 25 years in global customer management, digital transformation, and workforce optimization, Thorlichen is set to enhance CenTrak’s customer experience initiatives. Her unique combination of expertise as a former bedside nurse and mechanical engineer complements her skills in customer experience leadership.
In her new role, Thorlichen will oversee crucial service functions, including implementation operations, education and training, clinical consulting, customer support, and client success. Her focus will be on creating a seamless and comprehensive customer journey. “I’m thrilled to join a company that values customer voices and prioritizes their experiences as CenTrak has done for close to two decades,” said Thorlichen. “By understanding the needs of our healthcare clients, we can continue to meaningfully align the delivery of our products and services to help enhance their delivery of care.”
Thorlichen is renowned for her ability to build high-performance teams and foster a customer-centric culture. Her previous leadership roles at companies like Bentley Systems, Infobip, CWT, and Hewlett Packard Enterprise have been marked by transformative customer experiences driven by innovative, efficient, and data-driven solutions.
CenTrak CEO Andrew Robinson emphasized the strategic importance of Thorlichen’s role. “At CenTrak, our commitment to our customers is fundamental to our mission, as we actively listen to their feedback to shape our products and drive better outcomes for patients around the world,” Robinson stated. “To further incorporate these vital perspectives, we have invested in a dedicated and expanded seat at our executive leadership table to enhance our CX capacity and ensure that diverse customer voices are consistently represented throughout every aspect of our business.”
This appointment underscores CenTrak’s dedication to delivering innovative solutions and services that meet the evolving needs of their healthcare clients and their patients.
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