What’s the first thing you think of when asked, “how well do you listen?” Many CX professionals might think of their listening systems: surveys, close-loop feedback, listening architectures. Some may say they interact with clients on a regular basis. But what about actively listening? Talking less and letting others express themselves, and then reassuring them that the conversation was worth it. Host Sara Walker welcomes Marisa Schwartz, senior regional medical director for St. Luke’s University Health Network, to discuss the importance of active listening.
A resource for customer experience (CX) and experience management (XM) professionals. 
Episodes tagged “PX”
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.
Health is a deeply personal topic and these last few years have pushed healthcare institutions into making unprecedented changes in how they deliver that care. Naturally, this has had an impact on the patients’ experience. XM professionals in healthcare institutions must be mindful that patients are NOT customers, and design programs accordingly to improve the patient experience. Host Steve Walker welcomes Sarah Andrews, vice president for advisory services at Walker, and Sarah Gilstrap, a senior consultant for healthcare customer experience and an XM scientist at Qualtrics, for a discussion on trends in patient experience.