A resource for customer experience (CX) and experience management (XM) professionals.
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Episodes tagged “healthcare”

The Digital Patient Experience

The Digital Patient Experience

Released: April 25, 2023 • Episode #264

We’ve been talking more about the patient experience on this show and how CX practices can be applied in the healthcare industry. In fact, Walker just released a report on the subject: “PX: Designing Better Patient Experiences.” Host Steve Walker welcomes Nicole Richendollar, an associate video president, and Emily Chesnut, a senior project manager, both at Walker, for a discussion on how digital surveys can benefit closed-loop follow-up, or as it’s known in the healthcare space, “service recovery.”

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Patient vs. Customer Experience

Patient vs. Customer Experience

Released: March 21, 2023 • Episode #259

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.

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Putting the Humanity Back Into Patient Experience

Putting the Humanity Back Into Patient Experience

Released: February 28, 2023 • Episode #256

Healthcare in the United States is a complex, and often a divisive subject. With some healthcare companies focused on the bottom line, family practitioners can get overwhelmed and have little time to develop relationships with their patients. So when a company comes along and says that there IS a way for doctors to spend better time and provide better care – in other words, putting the humanity back into the experience – then it’s definitely worth exploring! Host Steve Walker welcomes Jamey Lutz, managing director of brand and service excellent at ChenMed, for a discussion on how their company puts the humanity back into patient experience.

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Trends in Patient Experience

Trends in Patient Experience

Released: July 19, 2022 • Episode #225

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.

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What Gets Measured Gets Done

What Gets Measured Gets Done

Released: March 29, 2022 • Episode #210

Building a CX program from the ground up can be a challenge, especially in a field such as healthcare. Where do you start? What’s most important to customers? How do we develop a customer – or “member” – centric culture? Host Steve Walker welcomes Gratia Carver, vice president and chief experience officer at Blue Cross Blue Shield of Kansas City, or “Blue KC”, for why measurement is such a crucial practice to building a customer-centric culture.

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Design Thinking for CX

Design Thinking for CX

Released: August 17, 2021 • Episode #179

A key element to building any customer experience program is understanding your customers and creating empathy. And there are tools to help with that: surveys, interviews, journey mapping sessions. But what about the process beyond all the discovery that happens? What do you DO with all that “understanding?” Host Steve Walker welcomes Emily Stump of Indiana University Health for a look at how design thinking can be a valuable tool for CX professionals.

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CX in Healthcare

CX in Healthcare

Released: February 23, 2021 • Episode #154

Arguably, healthcare is a unique industry in which lives literally are on the line. So how do healthcare companies and providers plan and execute customer – or in this case, “patient” – experience? Host Steve Walker welcomes guest Patty Riskind, head of global healthcare at Qualtrics, an experience management company, to discuss the importance of gathering feedback to help both the patients and the front-line of the healthcare workforce.

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CX Horror Stories II

CX Horror Stories II

Released: October 29, 2019 • Episode #90

Hosts Steve Walker and Pat Gibbons present another frightful episode of CX Horror Stories - tales of customer experience gone bad. This year's scary offerings include healthcare, travel, and automotive repair.

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From the Ground Up

From the Ground Up

Released: April 30, 2019 • Episode #66

In a conversation on customer experience in the healthcare industry, Steve welcomes Robert Tangeman, director of customer experience at Exactech, a healthcare manufacturing company. They discuss the complexity of navigating CX in the healthcare space and how Robert was able to develop a program from scratch.

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Customer-focused Training

Customer-focused Training

Released: December 4, 2018 • Episode #47

Continuing in our User series, Steve welcomes Sharon Bislich and Carolyn Bodkin to discuss how Medxcel, a medical facilities management company, incorporates customer experience into their training programs.

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