Customer Centricity in Healthcare

WEBINAR SERIES

 

Uniting innovators from inside and outside of healthcare for candid conversations about the importance of personalized engagement, listening strategies, brand management, journey mapping, and more.

Episode 1:

Laying the Groundwork for Customer Centricity in Healthcare

Featuring:

Alan-Dubovsky_circle

Alan Dubovsky

Chief Patient Experience Officer
Cedars-Sinai

Cedars-Sinai
Joel-Mier_circle

Dr. Joel Mier

Lecturer of Marketing
University of Richmond

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You'll learn:

- Why healthcare isn't all that different from Netflix, Under Armour, and Carmax when it comes to customer centricity

- Why it's time for healthcare to embrace the fact that patients are customers

- How to leverage practices from other industries to ensure patients have consistent, personalized experiences

Episode 2:

How to exceed expectations by understanding the white spaces in patient journeys

Featuring:

Kirsten-Royster_circle

Kirsten Royster

Chief Patient Experience Officer
Novant Health

Novant
Joel-Mier_circle

Dr. Joel Mier

Lecturer of Marketing
University of Richmond

University_of_Richmond_logo

You'll learn:

- How unseen experiences can cause anxiety, damage your brand, and create a disjointed patient journey

- Why you need a listening strategy to identify your experience "white spaces"

- How to get started with a journey mapping initiative

Episode 3:

Innovating Pediatric PX: How Riley Children’s is breaking down barriers between people and data

Featuring:

Elaine Cox-07

Elaine Cox, MD

Chief Medical Officer
Riley Children's Health

Riley Childrens Health Logo
Craig Manson.jpg-07

Craig Manson

Chief Executive Officer
Configo

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You'll learn:

- The one clarifying question Riley Children's uses to proactively understand patients' needs

- How better data can help you sort through the noise and focus on meaningful interactions

- The value of breaking down data silos to deliver seamless patient experiences