When it comes to your health or the health of a loved-one, it gets personal. That’s why it’s so important for healthcare providers to pay attention to the patient experience (PX). It can be different from customer experience, but there are similarities, and just like B2C experiences are influencing how B2B companies design and execute their programs, there are some things that patient experience pros can learn from the CX world. Host Steve Walker welcomes Kim Gerber, a patient experience professional, for a discussion on better understanding the difference and similarities between PX and CX.
A resource for customer experience (CX) and experience management (XM) professionals. 
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Attending concerts, sporting events, conferences, and other gatherings is a big part of our culture and could easily be considered the pinnacle of experience design. But there are so many elements that go into crafting the ideal event experience to make it truly memorable – how do you put it all together to exceed the high expectations of today’s consumers? And how do you plan and manage blockbuster events like the Super Bowls, NCAA Final Fours, Olympics, World Cup, concerts from the world’s biggest stars and the most important conferences and tradeshows on the planet? Host Steve Walker welcomes Alex Merchán, chief marketing officer at ASM Global, a leading venue management and services company who hosted the previously mentioned events, for a discussion on experience management for large events.
There have been many guests on this show, each with unique stories and backgrounds about their path to becoming a customer experience professional. But we haven’t often discussed how YOU can develop your own professional life. So how is your career growth going? Are you new to the profession and need some tips, or are you a seasoned pro that could use some ways to spark new creativity? How do you keep your career batteries charged? Host Steve Walker welcomes Natalie Onions, vice president of customer experience at Customer.io, a marketing automation platform, to discuss way to help develop your career as a customer experience professional.
Putting the Humanity Back Into Patient Experience
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Healthcare in the United States is a complex, and often a divisive subject. With some healthcare companies focused on the bottom line, family practitioners can get overwhelmed and have little time to develop relationships with their patients. So when a company comes along and says that there IS a way for doctors to spend better time and provide better care – in other words, putting the humanity back into the experience – then it’s definitely worth exploring! Host Steve Walker welcomes Jamey Lutz, managing director of brand and service excellent at ChenMed, for a discussion on how their company puts the humanity back into patient experience.
Customer experience is a wonderful blend of listening and understanding our customers, while creating the right actions to deliver amazing experiences. But putting all those pieces together is a tall task. How do we set up the right processes to ensure the right information is delivered to right employees, resulting in great experiences for our customers? Host Steve Walker welcomes Jill Helmle, the senior manager for customer experience strategy at ServiceNow, for a discussion on how to equip employees for success.
Most CX pros are familiar with customer journey mapping – the process that identifies the path customers take when interacting with your company. We’ve done a few episodes on it already and you can check those out on cxleaderpodcast.com. But what if we did a little more than just pinpoint problems and build empathy for our customers? What if we included the customer in the process and they help design improved experiences? In other words, we turn the journey mapping process up to eleven! Host Steve Walker welcomes Justin Zalewski, director of product design and strategy at Studio Science, for a discussion on service design.
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Deeper dives into various subjects for customer experience professionals.
