Over the past 2 years, I’ve had the pleasure of interviewing numerous CCOs and CX leaders for my podcast, The Chief Customer Officer Human Duct Tape Show. I’ve noticed that within this collection of interviews, quite a few of my guests have represented the healthcare industry. This industry is so complex yet so important to our lives. Doctors, nurses, C-Suite leaders, and front-line staffers should always be thinking about how they can improve the patient and caregiver experience. When someone has a good experience at a hospital or with a doctor, it can be life changing.
The leaders I’ve spoken to have spent a great deal of time looking at internal and external perceptions of their organization, assessing the work that needs to be done in order to make significant improvements. For those of you seeking to gain tips and insight on what CX in the healthcare industry looks like, here are a few podcast episodes you should listen to. If you don’t have the time to listen, read through the show notes, you’ll find actionable advice to help you make an impact for your organization.
Understand the “Why” Behind Customer Growth, Retention, and Loss
In this episode, which is my very first interview, I chat with Martin Hand, the Chief Donor Officer at St. Jude Children’s Hospital. I enjoyed this conversation because Martin is an experience leader whom I’ve always admired. He really knows what it takes to get the work done. We also discussed the importance of the CCO role and how to tell if a role you are considering is “real” or “not” and why we want to do this work. Martin shares his process for honoring and measuring donors as assets, which is to simplify what “success” looks like in terms of the growth or loss of the donor base. Of course, I think this is a great strategy because one of the first competencies of CX transformation is to manage customers as assets and determine what your customer growth and loss looks like. You have to understand the “why” behind your retention, growth, or loss.One of the first steps of CX transformation is to manage customers as assets by determining what your growth and loss looks like. Understand the 'why' behind your retention, growth, or loss. Share on X
Find original show notes here.
Develop Solutions By Getting Your Hands Dirty in the Work
How do you know when an organization is ready for customer-driven change? Geeta Wilson, the VP, Consumer Experience – Enterprise Transformation at Humana Healthcare, talks to me about the work she did to implement a customer experience transformation at Humana. Geeta shared what the first year in her role looked like, which included spending a lot of time gathering information about the organization, building relationships, and figuring out what internal processes and operations looked like. Geeta also shared great tactical advice when it comes to developing metrics to help your company understand how the business is being run and perceived. She mentioned the importance of getting your hands dirty at points to develop operation/execution-level solutions, especially those that might give more insight on processes to the other executives.When it comes to #CX transformation, you need to get your hands dirty at points and really develop operation/execution-level solutions, especially those that might give more insight on processes to the other executives. Share on X
Find original show notes here.
Put Together a Plan and Maintain it with Status Updates
In this recent episode, I spoke to Alan Dubovsky, Chief Patient Experience Officer at Cedars-Sinai, who spoke about how his work entailed that he speak with nurses, doctors, care techs, and patients to define what patient experience is and how this can be achieved at the hospital. As with Geeta and my other guests, Alan spent a lot of time listening to others and gathering internal information on the operations of the hospital. Alan shared great actionable advice on how to gather internal data and turn the information into manageable work that you can develop a framework around. This work can be so overwhelming, and since it may be new to folks within your organization, it’s useful to get more formal with creating plans and tying them into operations. Put together a plan and maintain it with status updates.
When implementing new #CX processes, get more formal with creating plans and tying them into operations; it's helpful to put together a plan and maintain it with status updates. Share on X
Find original show notes here.
Preserve and Protect Human Moments
This was an enlightening conversation that truly embodied how much the professionals at Cleveland Clinic care about putting their patients first. In this episode, I spoke with Dr. Adrienne Boissy, a neurologist, and leader of the patient, caregiver, and family experience at Cleveland Clinic. Empathy and engagement are core parts of the patient experience for this healthcare organization. This conversation with Dr. Boissy was a little different because she’s in a role that supports a CX initiative which had already been in place. Cleveland Clinic was implementing CX work for almost 10 years by the time she joined. Many of my guests talk about their organization’s CX work as a new undertaking, so Dr. Boissy’s strategies for sustaining the work brought a fresh perspective to management for the long-haul. One of my favorite lines from Dr. Boissy was about recognizing the importance of designing moments that are exquisitely human. She said, if a human experience isn’t needed, design a high-touch experience, but we have to preserve and protect human moments.
If a human experience isn't needed, design a high-touch experience, but we have to preserve and protect human moments. #CX #CustExp Share on X
Find original show notes here.
If that wasn’t enough content for you, head on over to the podcast section of the website, where you can find even more episodes to listen to at your leisure!
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