How do you define patience experience in a hospital? Alan Dubovsky, Chief Patient Experience Officer at Cedars-Sinai, talks about how he defined his new role at the hospital and how he’s been able to lead a patient experience transformation.
Samir Bitar, Director of the Office of Visitor Services at the Smithsonian Institution, shares how customer journey mapping helped clarify his role and how it was used to create a unified understanding of the visitor experience across the Smithsonian’s many museums and affiliates around the world.
In tribute to Diana Helfinstine, VP of Customer Experience at Essilor, we revisit this podcast episode in which Diana shared how she implemented customer experience strategies that fueled Essilor’s customer-driven growth, and created greater value for their customers and patients.
Ingvar Kamprad, Founder of IKEA, led the company to global expansion based on his clarity of purpose to create a better everyday life for many. A concept that would certainly, “make mom proud.”
CVS has banned photoshopped images on its store-brand makeup products and marketing, so that women can truly see what the makeup products will look like for real — sans the digital glow.
In this 2017 Best of the Podcast episode, I revisit my interview with Catherine Courage, the VP of Ads and Commerce User Experience at Google. Catherine shares practical and strategic advice about how she created the path of her CX leadership role at Google.
Revisit 5 of the most popular blog posts on CustomerBliss.com. Use this content to review 2017 and build your plan for 2018.