Chatbots, Conversational AI

mPulse appoints Kate Shields as Chief Customer Officer

Shields brings over two decades of technology leadership and strategic customer experience to mPulse

mPulse, a leader in conversational AI and digital engagement solutions for the healthcare industry, is pleased to announce the appointment of Kate Shields as Chief Customer Officer (CCO). This strategic addition to the executive team underscores mPulse’s commitment to enhancing the customer experience and delivering value through innovative analytics and digital engagement solutions.

Shields brings extensive experience in digital transformation, strategic growth, and customer experience. Prior to joining mPulse, she held several key leadership roles at Vertex, where she successfully led initiatives that significantly improved customer satisfaction, retention and delivered notable growth.

“I am excited to join mPulse at such a pivotal time,” said Shields. “I’m inspired by the company’s focus on empowering health plans with innovative digital solutions that improve the consumer experience and health outcomes. I look forward to building deep relationships with our customers and helping them achieve their engagement goals through best-in-class digital experiences.”

As CCO, Shields will oversee mPulse’s Customer Success, Support, and Professional Services teams, deepening customer relationships, enhancing service delivery, and driving customer-centric innovation. She will focus on delivering a total customer experience, helping health plans maximize the value they receive from mPulse’s products. Her teams will leverage mPulse’s AI-powered platform to provide insights about health consumers and their predicted behaviors, transforming how healthcare organizations engage with patients and, ultimately, driving behavior change for improved outcomes.

“We welcome Kate Shields to the mPulse team as we drive ongoing rapid growth,” said Bob Farrell, CEO of mPulse. “This role is integral to mPulse’s goal to empower healthcare organizations with digital capabilities that transform how they deliver personalized consumer health journeys. Kate’s extensive experience and proven track record in customer experience is central to our mission of delivering innovation to health plans through our technology, products and domain expertise. We are excited to have Kate join our senior leadership team as we continue to drive mPulse’s market leadership.” For more information about mPulse and its innovative solutions, visit

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