TP56 – CX: Understanding Customer’s Needs to Improve their Experience

  • Feb 28, 2018
Touch Point Podcast
Touch Point Podcast
TP56 - CX: Understanding Customer’s Needs to Improve their Experience

Hospitals and health systems understand the importance of understanding and optimizing the customer experience. Whether through customer journey mapping or developing systems to gain a 360 degree voice of the customer, the fact remains – superior customer experiences are the most impactful way to differentiate and gain a competitive advantage. In this episode, hosts Chris Boyer and Reed Smith review five findings from the 2018 CX Trends Report by InMoment and discuss how these trends impact our industry today. This episode also includes an interview with communications expert Kristin Faulder, in which she discusses best practices in how organizations can develop a communication framework across the entire customer experience.

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Chris Boyer

Principal, @chrisboyer LLC  Using digital marketing, experience and UCD/CX to transform healthcare. Co-host of the touch point podcast and founder of the Touch Point Media network. 

Reed Smith

VP @jarrardinc, Advisor @MayoClinic Social Media Network and @SXSW Health & MedTech. @SocialHealthIns and @tpmnetwork founder