Customer Bliss

MARCH 1, 2018

How do you define patience experience in a hospital? 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 61

Hospitality Hospitality Business Administration Healthcare 61

Customer Bliss

MARCH 9, 2018

Over the past 2 years, I’ve had the pleasure of interviewing numerous CCOs and CX leaders for my podcast, The Chief Customer Officer Human Duct Tape Show. I’ve noticed that within this collection of interviews, quite a few of my guests have represented the healthcare industry. Jude Children’s Hospital.

Healthcare 47

Healthcare Hospitality Hospitality Customer Experience 47

Customer Bliss

MARCH 1, 2019

In this podcast, join me for a fascinating discussion with Thales Teixeira , the Lumry Family Associate Professor at the Harvard Business School , whose research focuses on digital disruption and what he calls, “The Economics of Attention.” Thales also walks us through an example of a healthcare industry disruption.

E-commerce 58

E-commerce Healthcare Compliance Customer Journey Map 58

Customer Bliss

OCTOBER 25, 2018

In this podcast, I’m expounding on this concept and revisiting conversations from two CX leaders who have united their organizations to conduct a CX transformation led by a specific purpose and mission that enhances the overall experience. . Lee West, Pastor of Guest Experiences @GatewayPeople Click To Tweet.

Hospitality 64

Hospitality Hospitality CX Customer Experience 64

1 to 1

FEBRUARY 25, 2021

As the COVID-19 vaccine rollout begins across the country, patient experiences vary. The CX POD · In Their Own Words: Vaccine Patients Share Their Experiences. and while there’s plenty of coverage about supply, distribution and clinical aspects, the customer experience side of vaccine rollout is often overlooked.

Hospitality 26

Hospitality Hospitality Healthcare Start-ups 26

Customer Bliss

JULY 7, 2016

That has been my intention behind my books, blog, speaking and work as co-founder of the Customer Experience Professionals Association. That is also behind why I have launched a customer experience podcast series – so that we can hear each other’s’ voices and celebrate in our successes and learn from our challenges.

Customer Experience 56

Customer Experience Non-Profits B2C B2B 56

Customer Bliss

FEBRUARY 2, 2018

Being empathetic and engaged are core parts of the patient and caregiver experience at Cleveland Clinic. Dr. Adrienne Boissy , a neurologist and the leader of the patient, caregiver, and family experience at Cleveland Clinic, shares the path to embedding customer experience into a healthcare organization.

Healthcare 33

Healthcare Customer Experience CX Education 33

Customer Bliss

APRIL 20, 2018

In this episode leading up to my 100th episode of The Chief Customer Officer Human Duct Tape Show next week, I speak with Edwin Bodensiek , the Chief Experience Officer for Miles & Stockbridge P.C. , Over time, Edwin began to see how branding and reputation management played a role in customer experience.

Legal 59

Legal CX Start-ups Customer Acquisition 59