Ms. Ponnappa is responsible for driving overall customer strategy and ensuring seamless, high-quality experience across all customer touchpoints for Providence. Her leadership spans all system and regional marketing efforts, call center and digital experience initiatives, including consumer-facing websites that serve tens of millions of visitors annually and contribute to Providence outpatient visits. She is entrusted with accelerating revenue growth, enhancing engagement and positioning Providence as industry leader in customer-centric care. Her team of strategists, technologists, engineers, marketers and data scientists drive enterprisewide growth through innovative marketing campaigns, advanced analytics and transformative digital platforms. She oversees marketing platforms, web compliance, onsite and offsite digital experiences, and personalized patient engagement strategies. She adopts cutting-edge tools like machine learning and AI. Under her guidance, predictive analytics model patient preferences, allowing for highly personalized marketing campaigns and healthcare solutions that enhance patient engagement and contribute to measurable growth. She also spearheaded development of a proprietary, HIPAA-compliant marketing technology stack and implemented a state-of-the-art consumer data platform that integrated over 50 data sources. This resulted in significant annual cost savings and accelerated responsiveness to patient needs, which has driven measurable increases in patient satisfaction and engagement.
