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.
Don’t make a promise that you can’t deliver on. Organizations have to step up their game to keep up with the demand to provide a smooth customer experience that’s convenient, solves customer issues, and leaves them feeling satisfied.
How do you transform the culture of your company to benefit the lives of your customers? Implement a CX plan that’s customer rather than product-driven.
In this episode, Adriana Zeman, VP of Customer Success at Zaius shares her proven path for making CX a part of the business in a start-up operation. Adriana shares her month-to-month plan to implement a customer success journey that goes beyond the initial onboarding phase.
CCO Anahita Reilly discusses her customer experience maturity map and actions to unite the leadership team, map the customer journey and drive transformation.
In a six-year CCO run, what should you be trying to achieve each year?
A discussion on capabilities and quick wins.
Peloton is up to about 400,000 members in two-three years of selling bikes. How is that member experience scaling?