Reflecting on 2020 and my gratitude for those in health care

2020 has been full of new — new situations, new challenges and even new opportunities.  

For me, it brought the incredible opportunity to become Cerner’s first Chief of Client Success and lead our new Client Success Organization. The new position formalizes a longstanding commitment to our clients, and it elevates the fundamental truth behind our work — we only succeed when our clients do. 

As our clients battle COVID-19 and its collateral challenges, there has never been a better time to underscore our commitment to stand beside them, through the pandemic and beyond.  

We spent the year listening, learning and growing. I spoke with many clients virtually, and thousands more shared their feedback in surveys and other channels. We analyzed their thoughts, aspirations and pain points to uncover common themes, and then created organization wide and client-specific plans to address opportunities for improvement.  

To track our progress, we’ve defined success as the sum of our clients’ experiences working with us and the outcomes we achieve together. We’re focused on providing a connected and cohesive client experience that translates into measurable value. 

In the months ahead, we’ll continue strengthening our client feedback loop. We’re committed to identifying solutions and scaling them across our client base. As that journey unfolds, I look forward to sharing updates.  

To each of the providers, support staff and leaders helping shape the future of health care through these challenging times — thank you. Our commitment to you and your success has never been stronger, and I’m grateful for the opportunity to work for you. Your voices are driving change across Cerner, and I hope you’ll keep speaking up. We’re listening.