Driving the evolution of service excellence in healthcare diagnostics, Federica Meneghesso is the Customer Support Director for Roche Diagnostics Belgium. She is responsible for leading complex service organizations that ensure the continuous 24/7 delivery of vital test results to patients, upholding high-quality, specialized service standards for both the private and public healthcare sector. With over a decade of experience in customer service (field and in-house) within the demanding healthcare sector, Federica brings extensive expertise in people leadership and coaching, IT and digitalization and high-tech engineering and application. Her work focuses on optimizing service delivery in a challenging environment that demands increasing efficiency and cost-effectiveness, alongside addressing staff shortages and the needs of an aging population through the customers her organization serves. She is particularly interested in how organizations can leverage automation and innovative and profitable service models to enhance both operational efficiency and customer satisfaction in a very demanding industry.