Synopsis
The veterinary client journey has transformed in recent years, with digital access, automated reminders, and wellness plans shaping how practices connect with pet owners. In this session, Thom will explore the evolving nature of client experience in veterinary care, blending technology and emotional insight to transform transactional moments into deeply bonded relationships between clients and pets. He’ll demonstrate how AI-assisted communications, shared decision-making tools, and proactive follow-ups, move beyond efficiency to create meaningful experiences, strengthen trust and ultimately improve your bottom line. He’ll also share how leading clinics are borrowing from industries like tech, hospitality and retail to deliver WOW moments that feel seamless, smart, and deeply personal.
Learning outcomes
- Analyse the evolving veterinary client journey and identify key emotional and operational friction points that impact loyalty and trust.
- Identify how client-focussed technology can enhance foster stronger client bonds, improve patient outcomes, and drive practice profitability.
- Identify what world-class tech and service brands get right about customer journeys and how to apply those emotional design principles in a veterinary setting.
