The CX Leader Podcast

It’s common today that, as consumers, we receive a survey after all kinds of experiences – shopping, travel, home repair – you name it. You fill out a survey with the hope that it might change the next outcome to be better. But what about the here and now? As experience management improves consumers are demanding action during the experience. Now think of yourself not only as a consumer, but as a patient and the timeliness of feedback and action becomes that much more important. Host Pat Gibbons welcomes Laura Anning, Chief of Patient Experience for Washington Hospital Healthcare System, and Liz Wallshield, Senior Technology Consultant at Walker, for a discussion on using patient rounding as a way to quickly action on feedback.

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Maybe it’s a concert headlining Beyonce, U2, or Taylor Swift? Or perhaps your favorite NFL team is playing their rivals this weekend? Perhaps you prefer events that allow for some more personal creative expression like GenCon or Comic-Con? While we have our personal preferences, few things compare to meeting up with thousands of like-minded people or fans for live events. But those gatherings don’t just happen out of the blue, and just like any other business, the experience matters. And ASM Global just released a new study that highlights what audiences are demanding in regards to live event experiences. Host Sara Walker welcomes Alex Merchán, chief marketing officer for ASM Global, a venue management and live event production company, to discuss their recent study on global audience trends.

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Conversations around diversity, equity, and inclusiveness have been happening in many companies in the U.S., and healthcare is no exception, especially when it comes to the care patients receive. And listening to patients’ needs and concerns is vital to providing doctors, nurses, administrative staff, and leadership with the insights required to providing equitable care for all their patients. But what does it mean to be “equitable” versus “equal” in the care providers give to their patients? Host Sara Walker welcomes Ariel Davis, head of healthcare provider solution strategy for Qualtrics, and Nicole Richendollar, vice president in our client services at Walker, for a discussion on providing equitable care to patients.

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We’ve all experienced it: that nagging, frustrating, and sometimes maddening feeling we get when something collides with our productivity. And while it can sometimes feel trivial, that type of friction adds up and affects our interactions with customers, thus affecting the customer experience. So how do we minimize those points of friction in the workplace? Host Pat Gibbons welcomes Christophe Martel, CEO and founder of FOUNT, a software platform designed to help reduce friction and improve productivity and employee experiences, for a discussion on reducing workplace friction and it's effect on customer experience.

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It's an often-misunderstood industry that exists between healthcare and hospitality and includes all the complexities of strict regulation and event management. And to add more complication, it includes an element of emotional support. Funeral homes and cemeteries walk a fine line of making the final arrangements of a loved one as frictionless as possible, all while knowing there are no second chances at delivering a positive experience. Host Sara Walker welcomes Walker expert Hannah Warren for a discussion on managing experiences within the death care industry.

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