Digital Client Experience for the New Generation of Pet Parents
About the session
With pet ownership on the rise and spending growing, so do the expectations of a new generation of pet owners who demand seamless and convenient access to services. These tech-savvy consumers are reshaping the way we deliver care, seeking not only exceptional medical expertise but also an experience that matches the convenience of their everyday digital lives. The session will explore the technology-driven patient journey, where every step, from booking appointments to follow-up care, can deliver a WOW client experience.
Advances in veterinary innovation, from texting and mobile apps to virtual care and artificial intelligence, are setting new standards of care, enabling a more connected and personalized client experience.
By integrating tech-driven solutions that elevate the client experience at every touchpoint – from booking appointments to follow-up visits – you’ll not only improve compliance but also foster deeper relationships that turn satisfied clients into enthusiastic advocates for your practice. This session will uncover how adopting a hospitality-focused mindset through technology can enhance client loyalty, boost your practice’s revenue, and make your workplace more enjoyable for everyone.
This course is RACE approved for 1 hour of continuing education credit for veterinarians and veterinary technicians in jurisdictions that recognize RACE approval (RACE 20-1258645). This course is approved by the Veterinary Hospital Managers Association (VHMA) for 1 hour of CVPM CE credit (24-83).
What you’ll learn
Evolving expectations of modern pet owners
Key trends in technology adoption and client behavior impacting veterinary care.
Role of digital tools in the patient journey
How apps, texting, virtual care, and AI can improve client satisfaction.
Impact of a hospitality-driven mindset
How innovation fosters practice growth, client loyalty, and compliance.
Creating a tech-enhanced engagement strategy
Integrating hospitality principles with digital solutions to deliver modern client and employee experiences.
Our Hosts
Debbie Boone, BS, CVPM
Debbie Boone, BS, CVPM, Fear FreeSM Certified, has worked for the veterinary profession for more than 35 years. After earning her bachelor’s degree in animal science from North Carolina State University, she began as a client care representative and quickly moved into hospital administration. Debbie has experience in the management of small animal, mixed animal, specialty, and emergency practices.
Debbie is considered an expert in team communication, creating positive practice culture, and developing monthly paid wellness plans for veterinary practices. Her business, 2 Manage Vets Consulting, helps practices develop extraordinary team communication and business skills, enhancing patient care, improving profitability, and increasing practice value. She strives to improve the lives of animals by using her expertise to improve workplace culture and the well-being of veterinary professionals.
Major national and international animal health organizations, including AVMA, OVMA, CanWest, WVC, NAVC, AAHA, Patterson Veterinary Supply, Zoetis and more, consistently seek Debbie out for her skills as a trainer and speaker. She has been published in numerous veterinary publications. Debbie has volunteered as the Chair for the Practice Management special interest group, served on the Board of Directors as a Director, Vice President, President, and Past President of VetPartners, the association of consultants and advisors to the veterinary profession. She is on the Fear Free Advisory Board and Speakers Bureau, Hound Advisory Board, Stokes and Epicur Pharmacy advisory board where she enjoys sharing her real-world clinic experience with companies. She is currently hosting a vodcast and podcast called The Bend which invites guests to share their stories of triumph over adversity.
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