Experience Investigators by 360Connext

JUNE 8, 2021

Keeping your finger on the pulse of change means looking ahead, and it means getting the support and leadership buy-in you need to act on it. Several years ago, Cisco released a report about what healthcare providers and consumers want in healthcare. Healthcare is no different.

Healthcare 271

Healthcare Customer Journey Mapping Customer Journey 2013 271

InMoment XI

DECEMBER 17, 2024

Benefits of Having A Customer Experience Manager Employing a dedicated customer experience manager can profoundly enhance your organization by providing a singular leadership point for the entire customer experience program.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

Customer Bliss

MAY 30, 2017

Claudiu brings 15 years of customer-centric leadership from multiple industries, including financial services, healthcare, and strategy consulting, and is a published expert in the field of customer experience.

Financial 121

Financial Banking Healthcare Leadership 121

Customer Bliss

MAY 4, 2017

Prior to joining Concur, Tabitha built and led the Customer Insights practice for Citrix as the Managing Director of Customer Insights and developed the CX programs for the Healthcare division of Philips as thecGlobal Director of Customer Experience. Do you agree? The qualitative analysis says that. What do you think?

Leadership 160

Leadership Customer Experience Net Promoter Score B2B 160

Customer Bliss

JULY 23, 2019

Monkeying Around with Healthcare. Healthcare is one industry that delivers a lot of those monkeys. We are often left to our own devices to ensure that all of our healthcare records, for example, travel with us as we move to different healthcare providers. They work to remove the monkeys off customers’ backs.

Healthcare 173

Healthcare Chief Customer Officer Travel 2019 173

ShepHyken

MARCH 24, 2025

Why Every Business Should Borrow This Key Strategy from Subscription Services by Brad Olson (Entrepreneur Media) Subscription models are redefining the patient experience by focusing on access, personalization and seamless customer experiences offering powerful lessons for businesses across all sectors, including my own within healthcare at large.

Article 74

Article 2025 Customer Service Healthcare 74

Experience Investigators by 360Connext

MARCH 16, 2015

Jeannie Walters is a TEDx speaker with more than 16 years of experience leading discussion and delivering keynotes as well as leadership and motivational addresses for conferences and corporate events around the world. Need a customer-focused speaker for your next event? Get in touch to book Jeannie today! . Your Name *. Phone Company Name.

Events 223

Events Customer Experience Webinar Telecommunications 223

TechSee

MARCH 7, 2023

Carol’s tireless advocacy for pay equity, leadership in trying times (cold supply chain anyone?), She combines expertise in operations management, finance, customer operations, strategy development and execution, complex problem solving, and large organization leadership with complex negotiation, analytical, and interpersonal skills.

2023 207

2023 Contact Center Leadership Hospitality 207

Customer Bliss

JANUARY 4, 2019

Alan shared the unique situation that placed him in this position at Cedars-Sinai, his prior experience in the healthcare industry, and the extensive work he’s done to define his newly created role. Healthcare is Complex, Try to Understand the Big Picture. Be Strategic and Operational When Preparing for Change.

Hospitality 141

Hospitality 2018 Healthcare Customer Experience 141

Customer Bliss

MARCH 18, 2020

Here are 3 areas of leadership and humanity to consider for your business now: 1. In service industries where people have to show up, such as healthcare, retail and hospitality, delivering peace of mind that you are elevating care for their physical well-being is the highest message of “we care.” Show Your Kindness.

Financial 215

Financial Healthcare E-support Hospitality 215

Customers That Stick

OCTOBER 23, 2014

I’d like to take a moment to tell Customers That Stick™ readers about the 25 th annual Compete Through Service Symposium ( online brochure ) put on by the Center for Services Leadership at Arizona State University’s W.P. Restoring humanity to healthcare: the key to driving loyalty and growth. Carey School of Business.

2014 128

2014 Leadership 2015 Customer Service Training 128

Talkdesk

MARCH 3, 2021

Talkdesk Research focuses on delivering industry-leading thought leadership on customer experience. The Patient Experience (PX) Revolution in Healthcare represents the second report in a series on how experiences are evolving across industries. Patients expect more from their healthcare providers. And the stakes are rising.

Healthcare 66

Healthcare Contact Center Call Center Download 66

TechSee

JANUARY 25, 2023

Jon has been with KONE Americas for over 16 years, and serves on the Americas Leadership Team. Paul has more than twenty years of experience in enterprise software, with leadership roles in several areas fundamental to field services, such as mobile (Nokia), location intelligence (HERE Technologies), and data management (Endeca).

2023 41

2023 Management Automotive Leadership 41

Customer Bliss

NOVEMBER 29, 2018

In addition to understanding the customer’s POV, she also met with executive leadership to understand their individual perspectives and pain points. How do you do this and engage customers as a healthcare provider? Antoinette focused on creating a culture shift to that of person-centeredness.

Chief Customer Officer 195

Chief Customer Officer Engagement Call Center Leadership 195

Experience Investigators by 360Connext

FEBRUARY 3, 2020

A healthcare provider offered free classes with chefs and nutritionists to help patients with diabetes. It’s definitely a larger commitment and getting buy-in from top leadership may require some work, but all my consulting clients would agree it’s well worth it. Think outside the box.

Workshop 197

Workshop Healthcare Sales Financial 197

Second to None

FEBRUARY 16, 2018

Recently, the powerhouse brand announced a new effort to improve the way they provide their employees with healthcare, sending shockwaves throughout the healthcare industry. And that’s before the behemoth triumvirate (with no healthcare experience) even explained how they will do it.

Healthcare 54

Healthcare Leadership Innovation Voice of Customer 54

Customer Bliss

JUNE 22, 2020

These conversations span across a range of industries but tend to have an overarching theme that comes back to the importance of leadership bravery. They’ve included influential authors like Seth Godin and CEOs like Leslie Stretch. They were focused on the well-being of all of their stakeholders because they’re all connected.”

Leadership 200

Leadership Healthcare Books Feedback 200

InMoment XI

OCTOBER 8, 2024

How to Improve Customer Experience in Healthcare In order to improve customer experience in healthcare, you need to make it easier for patients to engage with your practice. Here are three main things you can do to improve the healthcare customer experience. This will help secure resources and drive organizational alignment.

Customer Experience 195

Customer Experience 2024 Net Promoter Score Financial 195

Customer Bliss

MARCH 1, 2018

In today’s episode, I speak with Alan Dubovsky , Chief Patient Experience Officer at Cedars-Sinai , who talks about how a hospital stint in his youth led to a lifelong obsession with healthcare; specifically, how you get doctors, nurses, and employees to work together.

Hospitality 154

Hospitality Healthcare 2016 Definition 154

Customer Bliss

AUGUST 23, 2016

He’s had leadership roles at New York Life, the Disney Institute, and Greystone and Company. He led numerous client engagement teams around the globe including financial services, insurance, healthcare, pharmaceutical, and automotive companies in Europe, the Middle East, Asia, and the United States. Episode Overview.

Chief Customer Officer 0

Chief Customer Officer Culture Leadership Insurance 0

Wootric

OCTOBER 19, 2018

In the healthcare industry in particular, where burnout rates have been increasing at alarming rates, monitoring employee sentiment and getting feedback to improve their engagement is crucial. Understanding employee sentiment is a critical responsibility of HR, especially in healthcare. Health/wellness.

Healthcare 58

Healthcare Engagement Hospitality Feedback 58

CSM Magazine

DECEMBER 1, 2022

Healthcare customer care differs from traditional customer service (for industries such as insurance, banking, and utilities) but they share certain fundamental elements: Both are designed to enhance the customer experience by providing support when needed, with the goal of deepening loyalty. Proactive outreach. Product recall support.

Healthcare 52

Healthcare Customer Care Document Insurance 52

CSM Magazine

NOVEMBER 11, 2024

Diverse Career Opportunities: Customer service managers can work in a wide range of industries, from retail and hospitality to finance and healthcare. Competitive Compensation: Customer service managers often earn competitive salaries, with the median annual wage in the United States being $54,500 as of 2020.

Insights 52

Insights Customer Service Management 2029 52

West Monroe

APRIL 23, 2024

Across the healthcare industry, leaders and analysts can’t seem to stop talking about a crisis with no immediate solution: a severe shortage of nurses. With an aging patient population whose demand for healthcare services is only projected to grow, how can the industry prevent this problem from spiraling out of control?

Healthcare 52

Healthcare Financial Innovation Hospitality 52

InMoment XI

APRIL 18, 2023

The team used to run smaller events for different business units, but they soon realized it would be more valuable to bring together all the silos of the organization—marketing teams, senior leadership teams, data teams, employee experience teams, product teams, and, of course, the customer experience team under one roof.

ROI 195

ROI 2023 Events Insurance 195

CX University

OCTOBER 22, 2019

Healthcare organizations have traditionally delivered care focused on the needs and convenience of the organization, not the patient. But a new paradigm, based on a more consumerist approach is sweeping healthcare as it has swept other industries. . This places traditional thinking at odds with new policy.

Healthcare 40

Healthcare Hospitality Leadership 2012 40

CX University

OCTOBER 22, 2019

Healthcare organizations have traditionally delivered care focused on the needs and convenience of the organization, not the patient. But a new paradigm, based on a more consumerist approach is sweeping healthcare as it has swept other industries. . This places traditional thinking at odds with new policy.

Healthcare 40

Healthcare Hospitality Leadership 2012 40

Customer Bliss

OCTOBER 25, 2018

You’ll hear an excerpt from Vishal Bhalla , VP and CXO of Parkland Hospital , whose 2-year journey with hospital visits inspired him to serve and become a leader in healthcare. His team was united in a vision and all had a desire to work together, which is one of the first steps in CX transformation — uniting leadership.

Hospitality 162

Hospitality Customer Experience Guest Experience Chief Customer Officer 162

Customer Bliss

JUNE 28, 2018

Similar to my guest Shawn Smith in my last interview, Vishal also transitioned into healthcare from hospitality, after nearly 20 years in the industry. After a personal encounter spending a few days each month in a hospital for two years, Vishal realized he wanted to serve in healthcare. Vishal Bhalla CXO @Parkland Click To Tweet.

Hospitality 107

Hospitality Employee Experience Customer Experience Healthcare 107

Northridge Group

MARCH 4, 2025

By Dewayne Cherrington, NRG Consultant The Situation A well-known private Healthcare client developed and piloted an in-house coaching program with several of their Customer Service leaders and front-line contact center agents.

ROI 59

ROI Net Promoter Score Average Handle Time Contact Center 59

Kate Nasser

SEPTEMBER 29, 2024

Recent Event I […] The post Customer Urgency: Does Your Team Truly Deliver on It? | #CX #Leadership appeared first on KateNasser.com. Image by Patti Morris via Flickr Attribution License. Customer Urgency: Do Your Teams Truly Deliver on It?

Leadership 65

Leadership Events Customers Healthcare 65

ShepHyken

DECEMBER 1, 2021

Meet my friend, leadership expert Tim Durkin – he has an answer. So, how can you keep good employees, and keep them not only engaged with their jobs but also engaged with their customers? The best employees don’t just work for a paycheck. They also work for the company and the customer. Is there a way to keep good people? .

Healthcare 130

Healthcare Customer Service Training Leadership Feedback 130

Customer Bliss

MARCH 18, 2020

Here are 3 areas of leadership and humanity to consider for your business now: 1. In service industries where people have to show up, such as healthcare, retail and hospitality, delivering peace of mind that you are elevating care for their physical well-being is the highest message of “we care.” Show Your Kindness.

Financial 130

Financial Healthcare E-support Hospitality 130

delighted

SEPTEMBER 8, 2021

We sat down with Michael Bair, SVP of Customer Experience at FIGS to learn how his career learnings helped him build a flourishing CX program at the leading direct-to-consumer healthcare apparel and lifestyle brand for healthcare professionals. In 2017, he completed Seth Godin’s AltMBA focused on strategic leadership.

Customer Experience 95

Customer Experience Healthcare Net Promoter Score E Commerce 95

ChurnZero

JANUARY 8, 2021

Based on our recent Customer Success Leadership Study (releasing early January 2021), 54% of survey respondents have a Chief Customer Officer (CCO) or Vice President (VP) of Customer Success as their highest Customer Success leadership position within their SaaS organization. Staci Satterwhite, Chief Customer Officer, Khoros.

2021 98

2021 Customer Success Chief Customer Officer Leadership 98

ShepHyken

DECEMBER 6, 2022

The company’s leadership needs to be aligned with its customer experience goals. “If your frontline staff doesn’t see the company’s vision, doesn’t feel like their insights matter, or know that their leadership values them, aligned behaviors towards customer-centricity won’t happen.”

Customer Centricity 122

Customer Centricity Culture Leadership Healthcare 122

Customer Bliss

APRIL 11, 2018

In today’s episode, I revisit conversations with two customer experience leaders in healthcare, Geeta Wilson , VP of Consumer Experience – Enterprise Transformation at Humana , and Jackie McAtee , who at the time, was vice president of marketing and customer experience for Mayfair Medical Imaging. Engage leadership.

Customer Experience 135

Customer Experience Healthcare Events Hospitality 135