Building a Culture Based on Employee Experience
Presented by: David Weisman, Ph.D., CPXP Chief Experience Officer NYC Health + Hospitals 
Prioritizing Care in the Healthcare Customer Experience
The best experiences show that a company truly cares and values its customers and employees. Two healthcare organizations that prioritize patient and employee experiences shared their strategies at the recent Customer Experience Ecosystem: A Frost & Sullivan...
Leveraging KPIs for Better Customer Service
“Numbers shouldn’t matter.” “Focusing on KPIs makes customer service interactions transactional and less personal.” “It’s the type of experience you provide to customers that matters, not the ‘agent score card.’” Depending on the context, these sentiments may all be...
Success Story – Real-World Initiatives that Increased NPS
Presented by: Barbara Barry Chief Marketing Officer, Max Approvals Former Chief Experience Officer NuVision Federal Credit Union