I love asking my guests, “what do you know now that you wish you knew then?” This episode features a compilation of answers to the pay-it-forward question I ask in every episode, with tactical advice that you can apply today.
In this podcast episode, I talk to Charlotte Dunsterville, Chief Customer Officer of Sure International Telecom, about how she united the C-Suite and other departments to implement a customer experience program within the organization.
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.
Do you think about how you can create remarkable moments for your customers? Dan Heath and I talk about what a power moment is, the recipe for creating one, and how these experiences affect us in our personal and business lives.
Josh Ives, VP of Customer Experience Management and Strategy at Samsung Electronics America, talks to me about what customer experience leadership looks like in a large, multi-service organization like Samsung.
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.
Dr. Adrienne Boissy, Chief Experience Officer of Cleveland Clinic Health System, talks about the importance of putting patients first, and what it takes to sustain the philosophy, mindset, and operational priorities in healthcare customer experience.