#63, World-Class Customer Service in Healthcare: Guillaume de Zwirek of Artera

In this episode, Alex Merwin, Head of Growth for Healthcare & Life Sciences Startups at AWS, speaks with Guillaume de Zwirek, Co-Founder & CEO of Artera, a unified patient communication platform delivering happier staff, healthier patients, and more profitable organizations.We discuss how technology can make navigating the healthcare system feel less like a maze, board meetings with dolphins, and how Amazon's peculiar ways of working can help startups scale. Background [02:43]: Guillaume de Zwirek discusses his unique background as an athlete and jazz musician, and how these experiences influenced his decision to start Artera. Patient Engagement Platform [07:51]: An overview of Artera's solution, which aims to revolutionize healthcare customer experience by providing a single phone number for patient engagement. Importance of Flexibility [10:51]: We explore the versatility of Artera's platform, highlighting its adaptability for various clinical and non-clinical use cases, and its role in spreading best practices. Customer-Centricity [13:54]: Guillaume shares Artera's customer-centric culture, inspired by Amazon, and discusses strategies like spending 30% of his time with customers to keep their needs front and center. Growth Strategies [21:17]: Artera's growth strategies, including a writing-focused culture and weekly strategic reviews, partly inspired by Amazon's peculiar ways of working. Marketplace & API [24:47]: Introduction to Artera's marketplace, which allows third-party digital health innovators to integrate seamlessly into Artera's patient communication platform. Future Ambitions [28:21]: Guillaume outlines his future ambitions for Artera, focusing on visibility and orchestration features, and cautiously explores the potential role of Generative AI in healthcare. Advice for Founders [36:01]: The episode wraps up with Guillaume offering valuable advice for other startup founders, emphasizing the importance of learning from mistakes and staying close to customers. Get in touch with AWS here to learn how we can help your organization accelerate healthcare innovation. Please take a moment and let us know what you think of the podcast, access our feedback survey here.