A resource for customer experience (CX) and experience management (XM) professionals.
Subscribe on Apple Podcasts Listen on Spotify Listen on Stitcher Listen on Stitcher Listen on YouTube

Episodes tagged “PX”

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.

Listen to this episode

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.

Listen to this episode