This presentation was delivered by Paul Duck, Senior Associate, OPEN MINDS on September 10, 2019 at The 2019 OPEN MINDS Executive Leadership Retreat. In the presentation, Mr. Duck discussed the importance of customer service in the era of value-based care; the key drivers of a great customer service experience in health care; and best practices in creating a superior customer experience, including hiring the right team to build a culture of customer service . . .