Brian Bergen

Background

About Brian Bergen

Brian is a Director in PwC’s Tech & Transformation practice, where he helps healthcare organizations harness Salesforce to deliver transformative, patient-centered CRM solutions—with a growing focus on agentic AI to elevate digital engagement. With 20+ years of experience, Brian partners with clients to reimagine how they attract, engage, and support patients. His focus areas include: • Patient Acquisition & Activation • Patient Service Management • Digital Front Door Strategy • Provider Relationship Management He advises C-suite stakeholders on the value of CRM transformation—defining strategy and mapping the steps to realize it. Typical engagements include: • Strategy & visioning • Persona development & journey mapping • Solution blueprinting & vendor selection • Operating model design • Implementation leadership Brian helps clients unlock value across six key levers: • Services: Enhancing patient access, service delivery, and outreach • AI: Embedding agentic AI into workflows to drive proactive, intelligent engagement • Channels: Expanding reach via telephony, chat, portals, SMS, and mobile apps • Solutions: Deploying CTI/IVR, content management, and workforce enablement tools • Integration: Connecting systems through middleware, APIs, and point-to-point interfaces • Data: Leveraging master data, EMRs, and EDWs A Typical Week Because leadership isn’t just what you know—it’s what you do. Sunday Night • Reflect and plan: Set weekly priorities to define success in advance. Monday • AM: Review client deliverables. Provide clear, actionable feedback. • PM: Join annual reviews. Champion team members; stay open to new perspectives. Tuesday • AM: Align with product manager on technical assets and market fit. Plan whitepapers and conference content. • PM: Submit account plans, revenue targets, and investment strategies. Wednesday • AM: Review pipeline. Collaborate with peers on deal strategy. • PM: Meet alliance partners on joint pursuits and future opportunities. Thursday • AM: Align with a client CDO on scope, fees, and business value. • PM: Review resumes. Prioritize diversity and team strength. Friday • AM: Celebrate promotions. Coach others with empathy and intention. • PM: Wrap up. Schedule Monday messages. Close the week with clarity.