The Customer Success Playbook: How Tech Principles are Transforming Healthcare

40-50% of patients quit long-term therapy within the first year. The treatment works, the system around it doesn't. Here's what healthcare leaders must fix.

In this episode of TeqTalk, Jas Kaur speaks with Jaspreet Singh, Chief Customer Officer at Empower Pharmacy (former Microsoft and Autodesk customer success leader), about why therapy adherence breaks, what patient experience failures cost healthcare organizations, and how to rebuild customer success models that actually improve outcomes — not just metrics.

🎯 KEY INSIGHTS:

→ Why "access delayed is access denied" is more than a phrase — it's a healthcare crisis
→ The real reason patients drop off therapy (spoiler: it's not willpower or side effects)
→ How compounding pharmacies personalize medication at scale
→ Why GLP-1 therapy adherence fails — and what's missing from the patient journey
→ Customer success metrics vs. patient outcomes: what healthcare leaders track wrong
→ Where AI and automation belong in healthcare (and where human judgment still wins)
→ How a former Big Tech CCO rebuilt pharmacy operations with tech principles
→ The community support gap that breaks long-term therapy adherence

💡 WHO THIS IS FOR:
Healthcare CIOs, CDOs, Chief Customer Officers, VP of Patient Experience, pharmacy operations leaders, healthcare AI decision-makers, digital health strategists, and anyone building systems that impact real patient outcomes.

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You can connect with:
Jaspreet Singh, CCO, Empower Pharmacy, a seasoned transformation executive specializing in scaling customer success within highly regulated industries.
https://www.linkedin.com/in/jaspreet-singh-b035898/

Jas Kaur | Chief Technology Officer, Teqfocus & Host of TeqTalk and East Bay CXO Meetup
Architecting enterprise AI-powered digital transformation and building scalable, data-driven applications to simplify AI adoption and unlock the power of intelligent automation. https://www.linkedin.com/in/jas-kaur-5396b237/

You can also listen to this podcast episode on:
Spotify: https://open.spotify.com/episode/2hmMJ6dBBMc0BWQ1FzlBYM?si=gl3_oObSTzSYGijb9vMjwA

Apple: https://podcasts.apple.com/us/podcast/episode-52-40-50-quit-therapy-the-patient-experience/id1741536787?i=1000750468521

You can also apply to be the guest on TeqTalk: https://www.teqfocus.com/teqtalks/

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About podcast:

TeqTalk is a leading technology podcast hosted by Jas Kaur, focused on the future of AI, data, and digital innovation, especially in healthcare, pharma, and tech space. Each episode features exclusive conversations with CXOs, CIOs, data architects, and industry experts from across the US and Canada.

From AI-powered transformation and natural language data access to real-time insights and data integration, TeqTalk explores how modern businesses can bridge the gap between technology and strategy.

Whether you're a tech leader, marketer, or innovation enthusiast, TeqTalk delivers practical knowledge, thought leadership, and cutting-edge trends shaping the future of enterprise solutions. Subscribe to stay ahead in the world of artificial intelligence, cloud data platforms, healthcare tech, and business innovation.
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Видео The Customer Success Playbook: How Tech Principles are Transforming Healthcare канала TeqTalk