Podcasts about experience management

Send us a textOur guest today is the brilliant – and the ever-curious – Dr. Cecelia Herbert, a Workplace Behavioral Scientist and a Doctor of Organizational Psychology with a career as a practitioner, academic, and consultant that spans more than two decades. After years as a senior leader in Employee Engagement at Google, she joined Qualtrics in 2019 to establish and lead XM Advisory Services in Asia Pacific, partnering with organizations across the globe to design, mature, and grow their experience management programs. As part of the global XM Institute team, Dr Herbert is focused on building a thriving community of Experience Management professionals, who are empowered and inspired to radically improve human experiences.   [03:20s] Her journey into organizational psychology [09:44s] Organizational psychology key insights [16:10s] Intersection with EQ [22:11s] Acceleration of organizational optimization in a post-pandemic world   [30:49s] Human-centric organizational transformation: ‘Often, change is done to people, not with them.'  [46:33s] Evolution of employee experience  [51:28s] RWL: Cecelia's recommendations of resources from experts like Bob Sutton, Adam Grant and Linda Gratton   Connect with Cecelia on LinkedInConnect with Vinay on X (formerly Twitter) and LinkedIn What did you think about this episode? What would you like to hear more about? Or simply, write in and say hello! podcast@c2cod.comSubscribe to us on your favorite platforms – Google Podcasts, Apple Podcasts, Spotify, Overcast, Tune In Alexa, Amazon Music, Pandora, TuneIn + Alexa, Stitcher, Jio Saavn and more.  This podcast is sponsored by C2C-OD, your Organizational Development consulting partner ‘Bringing People and Strategy Together'. Follow @c2cod on Twitter, LinkedIn, Instagram, Facebook 

Het nieuwe seizoen van KwaliTijd wordt afgetrapt met een frisse wind, een nieuwe tune en side-kick Jeroen. Een interessante eerste aflevering over BizzDevOps: wat is het en wat brengt het organisaties? En wat hebben watermeloenen te maken met Experience Management? Samen met Dave "DaveOps" van Herpen onderzoeken Joost en Jeroen hoe je kwaliteit implementeert en hoe belangrijk klantervaringen daarin zijn. Wat werkt (niet)? Het belang van flow, value, metrics... Hierover ontdek je meer in deze veelzijdige aflevering van... KwaliTijd!

Join us for a special episode featuring Lou Carbone, widely regarded as the father of the experience management movement. As the founder, president, and chief executive, Chief Experience Officer of Experience Engineering, a Minneapolis-based consulting firm dedicated to customer and employee experience management, Lou brings over 30 years of expertise to the discussion. He pioneered the field with his groundbreaking 1994 article "Engineering Customer Experiences," which may have originated the term "customer experience."   Lou is also the author of the book Clued in, How to Keep Customers Coming Back Again and Again and has worked with major companies like Pizza Hut, KFC, Avis, H&R Block, General Motors, IBM, and Taco Bell. He has lectured and taught at leading institutions like Harvard Business School and Cornell School of Business and is currently a Professor of Practice at Michigan State University in the Customer Experience Management Program.   Why listen?   Lou believes the profession is at a crossroads and will challenge conventional thinking about CX, exploring the current state of the profession and offering insights into moving beyond traditional approaches to create truly distinctive value.   He will discuss how organizations can shift their focus from how customers feel about the brand to how they cause them to feel about themselves after interacting with the brand, highlighting the critical role of emotional imprinting in designing memorable experiences that drive value. Tune in as we explore: •What does it mean when we say "customers cannot not have an experience," and how does this fundamental truth shape the approach to experience management? •How can organizations move beyond fixing problems ("fixing broken") to design experiences that leverage emotional imprinting and lead to "distinctive economic value"? •In a world where the definition of CX is fragmented, how can understanding "next practices" rooted in emotion, psychology, and neuroscience help prove the ROI and Return on Strategy of experience management initiatives? -------------------------------------------------------------------------------- If you enjoyed this episode, please subscribe, rate, and review the Delighted Customers podcast on your favorite platform! Your support helps us bring you more insightful conversations with leaders shaping the future of customer experience.   Apple Podcasts (US): https://podcasts.apple.com/us/podcast/the-delighted-customers-podcast-with-mark-slatin/id1635863804 Spotify: Search "The Delighted Customers Podcast with Mark Slatin" in the Spotify app or website Amazon Music: https://music.amazon.com/podcasts/928496db-78cc-4f1e-ba61-d62a1fa1af06/the-delighted-customers-podcast-with-mark-slatin radio.net: https://www.radio.net/podcast/delighted-customers-podcast Official Website & Other Platforms: https://www.empoweredcx.com/podcast

“What we're finding is that greater customer experience is particularly critical when you have more uncertainty in any particular market,” explains Qualtrics CEO Zig Serafin to Bloomberg Intelligence senior technology analyst Anurag Rana, “What's interesting is if you hone in on understating what drives your customer behavior, that usually brings more stability to uncertainty.” In this episode of Tech Disruptors, Serafin and Rana sit down to discuss Qualtrics' history in customer experience (CX), autonomous AI agents in CX, and the data that underpins its AI-use cases.

Marc Bernstein speaks with Daniel Ziv, VP of Experience Management and Analytics at Verint, about why Verint doesn't call itself an AI company—but an AI outcomes company. They dive into the difference between building tech and delivering results, unpack Verint's Da Vinci and Genie Bots, and debate the power of open platforms in driving speed, control, and integration. Together, they paint a vision of AI that's not just smart—but purpose-built to solve real business problems.Timestamps:00:00 Introduction01:13 Use Cases & Key Outcomes04:40 Value First Approach07:40 Open vs. Closed Platform13:00 Micro Workflows15:30 Narrow Intelligence17:40 Relationship Building19:05 Verint Da Vinci25:18 Setting Up Bots31:19 AI in 3 Years

In this episode of Leadership Next, recorded live at Deloitte University's Next Generation CEO Conference, hosts Diane Brady and Kristin Stoller sit down with Qualtrics CEO Zig Serafin for a deep dive into the future of experience management, the transformative power of AI, and the importance of defining your “why” as a leader. Serafin reflects on his 18-year tenure at Microsoft, his leadership journey at Qualtrics, and how the company navigated SAP's $8.5 billion acquisition, went public, and later returned to private ownership. He also explores the rise of agentic AI, customer experience lessons from Delta Airlines, and what today's leaders can learn from the early skeptics of the iPhone.

On this episode, we explore whether it's time for leaders to reframe their thinking from traditional customer experience to experience management. Although brands may understand that customer experience is essential to success, they often overlook the importance of other stakeholders. The term “experience management” goes beyond that interaction between brand and customer, encompassing the experiences of employees, vendors, shareholders and more. Listen for the actionable insights of Ian Golding, author, founder and CEO of Customer Experience Consultancy, and Diane Magers, author, founder and CEO of Experience Catalysts. Our guests share how brands can adapt their mindsets and practices to embrace this more inclusive approach, offering practical strategies for implementation.Visit our website to learn more about TELUS Digital.Show notesIan's book, Customer What?: The honest and practical guide to customer experience, is available wherever books are sold.Diane's book with Michael Hinshaw, Experience Rules!: The Experience Operating System (XOS) and 8 Keys to Enable It, is available wherever books are sold.Discover the digital customer experience priorities of enterprise leaders with survey results from TELUS Digital, in collaboration with Statista.Find out more about investing in agent engagement in the TELUS Digital article Call Center Basics: A Return to Fundamentals

In this episode of ELI, we speak with Vishal Chopra, founder of Umwelt AI, an AI-powered employee experience management platform. Vishal shares how Umwelt AI helps companies listen to employees, analyze their experiences, and take actionable steps to enhance engagement, reduce attrition, and boost overall business outcomes. Tune in to explore:

Tauche ein in die Welt des Search Experience Management (SXM) und erfahre, wie SEO-Experten die Herausforderungen einer digitalen Landschaft meistern, die von künstlicher Intelligenz und “Zero-Click”-Suchergebnissen geprägt ist. In einer Zeit, in der organischer Traffic nicht mehr die einzige Währung ist, erweitern wir den Horizont und messen den tatsächlichen Einfluss auf den Geschäftserfolg. Erfahre, wie ein ganzheitlicher Ansatz und die intelligente Verknüpfung aller Kundenkontaktpunkte die Sichtbarkeit, das Vertrauen und die Glaubwürdigkeit einer Marke entscheidend stärken. In diesem Vortrag verrate ich, wie man SEO-Metriken neu definiert und den Beitrag der SEO-Aktivitäten zu den Unternehmenszielen klar herausstellt. Ich zeige, wie SXM die Zusammenarbeit über Abteilungsgrenzen hinweg fördert und welche taktischen Maßnahmen – von der inhaltsgetriebenen Lead-Generierung bis zur Integration von SEO-Insights in PR-Kampagnen – sich in der Praxis bewährt haben. Untermauern werde ich dies mit konkreten Erfolgsbeispielen und wertvollen Erkenntnissen aus zwei Jahren Experimentieren. Verlasse die altbekannte SEO-Blase und entdecke mit mir die vielfältigen Möglichkeiten von SXM, um deine Marke in der digitalen Welt von heute und morgen erfolgreich zu positionieren. Das hast Du nach dem Webinar gelernt: - SXM-Grundlagen: Ein tiefgreifendes Verständnis von Search Experience Management und dessen Rolle im modernen SEO. - SEO und Geschäftserfolg: Wie SEOs durch erweiterte Strategien direkt zum Unternehmenserfolg beitragen können. - Anpassung an KI-Trends: Strategien zur Anpassung an KI-getriebene Suchtrends und “Zero-Click”-Search. - Neue Metriken und Kollaboration: Die Entwicklung neuer Erfolgsmetriken und die Förderung der Zusammenarbeit über Abteilungen hinweg. - Praktische Umsetzung: Konkrete Ansätze für Content-Strategien, diversifizierte SEO-Bemühungen und die Nutzung von Social-Media-Plattformen als Suchwerkzeuge.

In this episode of Advanced Manufacturing Now, host David Mueller speaks with Andy Didyk from Ntara about Product Experience Management (PXM) and its significance in both B2B and B2C digital commerce. They explore how PXM helps manufacturers and brands manage product data and assets effectively, ensuring consistency across various sales channels.

How PepsiCo is Transforming IT and Enterprise Services with Experience Management Presented by Prashant Arora, PepsiCo, Inc. Prashant discusses the transformative strategies PepsiCo has implemented to streamline its services and enhance the end-user experience. Their journey has been one of innovation, leveraging the brightest talent, digital platforms, and streamlined processes while shifting their focus from outputs to outcomes.

We are increasingly seeing the merging of these two systems as well as a growing collaboration between knowledge management and business development as firm functions. In this session, we will explore why combining KM and Business Development capabilities have created a huge competitive advantage for firms by curating firm intelligence around “what we do” with “who we know” to capitalize on growth opportunities. We will explore themes such as: 1. Factors driving this trend 2. Strategic advantages of building Experience + CRM programs  3. Types of data captured and tools used and the influence of AI 4. Tangible use cases 5. Key tips and pitfalls for launching Experience + CRM initiatives Moderator: @Paul Giedraitis - CEO, Orgaimi Speakers: @Carrie Remhof - Senior Firm Intelligence Manager, Troutman Pepper @Jaclyn Walkins - KM Enablement Manager, Sidley Recorded on 10-29-2024.

International Rugby Experience CEO Barry Hannon and Director Keith Wood sit down with Joe to discuss the closure of the IRE. Hosted on Acast. See acast.com/privacy for more information.

In this episode, we dive into the state of Qualtrics, one of Utah's most successful tech companies, with Brian Stucki. Brian shares insights on the new chapter of Qualtrics, the evolution of experience management, and the transformative power of AI in the industry. We also discuss the current tech market in Utah, the impact of AI on data aggregation, and the potential for startups in the region.Don't miss out on this insightful discussion with Brian Stucki, President and COO of Qualtrics, as we explore the company's journey, the challenges and opportunities in the tech industry, and the vision for Qualtrics as a generational company in Utah.00:00 - Introduction to Qualtrics and its Success02:37 - Qualtrics Acquisition by SAP and Subsequent Spin-Out04:21 - Discussion on Public Markets and Current Volatility06:05 - Invention of Experience Management by Qualtrics08:01 - Expansion of Experience Management as a Category09:18 - Impact of AI on Experience Management10:49 - Speculation on AI Companies and Market Trends13:08 - Mention of Successful Companies in AI Industry14:44 - Implementation of AI in Qualtrics Data16:35 - State of Software as a Service Market in Utah19:31 - Potential of Utah's Tech Startup Scene21:15 - Lessons Learned from Ryan Smith25:50 - Career Path and Future PlansIf you enjoyed this video and want to support us please leave a LIKE, write a comment on this video and Share it with your friends. Subscribe to our channel on YouTube and click the icon for notifications when we add a new video. Let us know in the comments if you have any questions. Our website: https://www.siliconslopes.comShow Links: https://www.qualtrics.comSocial:Twitter - https://twitter.com/siliconslopesInstagram - https://www.instagram.com/siliconslopes/LinkedIn - https://www.linkedin.com/company/silicon-slopes/YouTube - https://www.youtube.com/channel/UC8aEtQ1KJrWhJ3C2JnzXysw

Hey CX Nation,In this week's episode of The CXChronicles Podcast #238 we welcomed Lee Roquet, CEO at Finch based in Salt Lake City, UT.  Lee is passionate about delivering exceptional customer, team, product, and brand experiences, he brings a unique blend of professionalism, passion, and positivity to his current role as CEO at Finch an e-commerce marketing company. With a track record of achieving outstanding results, Lee is the go-to leader for Experience Management, Customer Success Operations, Business & Revenue Operations, and Building a Positive Team Culture.In this episode, Lee and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team think through on a daily basis to build world class customer experiences.**Episode #238 Highlight Reel:**1. Starting in CX and becoming the CEO of the company 2. Why CX/CS makes incredible customer focused business leaders 3. Helping change the world of e-commerce for the better 4. Future of marketing & agency service offerings 5. Putting your team & EX above everything else to scale into the future Click here to learn more about Lee RoquetClick here to learn more about Gleen AIHuge thanks to Lee for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.For our Spotify friends, click here to make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.For our Apple friends, same deal -- click here to follow CXCP and leave us a review letting folks know why you love our customer focused content.You know what would be even better?Go tell one of your friends or teammates about CXC's content,  our strategic partners (Hubspot, Intercom, Zendesk, Forethought AI, Freshworks, TimeToReply & Ascendr) + they can learn more about our CX/CS/RevOps services & please invite them to join the CX Nation!Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused business content. Reach Out To CXC Today!Support the Show.Contact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

In the bustling world of tech startups, stories of perseverance, innovation, and global impact abound. Today, we dive into the inspiring journey of Rob Gonzalez, co-founder of Salsify, a trailblazing enterprise software company revolutionizing product experience management. The company, Salsify, has attracted funding from top-tier investors like Permira, Neuberger Berman, Venrock, and Cap Table Coalition.

Diane Magers and Michael Hinshaw, authors of the new book, Experience Rules, join me on this episode of the podcast. Michael is the founder and president of customer experience consultancy McorpCX and recognized on over a dozen "Top Global CX Influencers" lists. He's also co-author of the best-selling books Smart Customers, Stupid Companies: Why Only Intelligent Companies Will Thrive, and How to Be One of Them, and Experience Rules! The Experience Operating System (XOS) and 8 Keys to Enable It, with Diane Magers. Diane is a seasoned executive and change catalyst in Experience Management. Founder and CEO of Experience Catalysts. Chair Emeritus and former CEO of the Customer Experience Professionals Association. With a master's in clinical psychology and an MBA, coupled with certifications in various aspects of experience management, Diane's goal is to drive meaningful change and foster lasting relationships in our community, for brands and their customers, employees, and partners for aligned purpose and outcomes.

Runday AI Presents: From Corporate to Entrepreneur: The Startup Journey with Alexis Grabar May 9, Thursday Guest: Alexis Grabar, CEO & Founder, AviaMediaTech Ltd linkedin.com/in/alexis-grabar-66a97 About Guest: Co-Founder and Executive President of CXB HUB, Alexis brings international management and leadership experiences from a wide range of B2C and B2B industries such as Aerospace, Airline, Logistics, Retail, Luxury, Cosmetics and Management consulting. He set up 3 UK successful start-ups (AVOLUS group/AviaMediaTech Ltd/CXB HUB) and managed an airline with 5 aircraft/18 pilots/one VIP airport (Eurojet based in Romania). Alexis is an ex-Board Member and Non-Executive Director in charge of International Expansion, Strategy and Technology at Hiveworks (ex-Orange Digital from 2018 to 2020) and at Barony Universal Products part of ARNEST group (from 2014 to 2017). Since 2020 and in parallel of CXB HUB management, he is the co-founder of HEC UK Governance club. He started his career in AIRBUS group where he worked for 5 years in the Helicopter Division (Airbus Helicopters previously Eurocopter) as the General Representative in Russia/CIS and for 5 years in the Commercial Aircraft Division (Airbus Industrie) as a Regional Sales Director in charge of 25 airlines. Alexis Graduated from Grenoble Ecole de Management in High Tech Management and holds a HEC Paris MBA and Mid-Career Master from the Fletcher School of Law and Diplomacy. He is a Fellow Member of the Royal Aeronautical Society since 2014 and a Member of Automobile Club de France. He is curious, energetic, strategic and teaches Leadership, Experience Management and Innovative entrepreneurship in 4 different business schools (EM Normandie, ESCP Europe, ESG International, Omnes education). He lives in London for the last 23 years and he is the happy father of 8 years-old Alexandra. He is fluent in French, Russian and English. #CorporateToEntrepreneur #StartupJourney #EntrepreneurialTransition #StartupLife #FromEmployeeToFounder #StartupAdventure #GaryFowler #AlexisGrabar

Managing large volumes of data in the context of AI and machine learning applications presents challenges related to data quality, data preparation, and automation. The requirements of data management are changing with the advent of generative AI, requiring more flexibility and the ability to handle larger volumes of data. Pimcore leverages AI and machine learning to automate data utilization and improve data intelligence. By streamlining data management and integrating various data sources, Pimcore drives revenue growth for its customers. The platform combines data management and experience management to deliver personalized data across communication channels. Pimcore's MDM solution addresses the challenges of integrating data for both human and machine consumption. The choice between physical and virtual MDM hubs depends on the use case and industry. In this episode of the EM360 Podcast, Doug Laney, Data and Analytics Strategy Innovation Fellow at West Monroe speaks to Dietmar Rietsch, Managing Director and Co-Founder of Pimcore, to discuss: Data managementAIMachine learningData quality

In today's ever-evolving business environment, many organizations are drowning in data, particularly within the HR function. Join Dan Beck, president and chief product officer at SAP, and Bill Docherty, a managing director and leader in Deloitte's Workforce Analytics and Experience Management practice, as they discuss how organizations can derive insights from data, inform their product strategy, and make the most of their technological investment.

Today's interview is with Zig Serafin, CEO at Qualtrics, the leading Experience Management software provider. I spoke to Zig at Qualtrics' recent X4 event in Salt Lake City. We talked about Qualtrics' vision, the highlights from the event, the XM Operating system, Qualtrics AI and the hundred different AI models that they have built, how they are empowering 43 out of 50 of the world's largest brands to listen and then take action at scale and in real-time and the upcoming Qualtrics X4 EMEA event in London on June 6th. This interview follows on from my recent interview – The Generative AI landscape: The good, the bad and the boring – Interview with Don Schuerman of Pega – and is number 502 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees. NOTE: Today's episode is sponsored by Qualtrics, ahead of the annual gathering of experience leaders at Qualtrics X4 in London on June 6th. There you can hear about some of the best customer experience programmes from industry leaders and companies including Belron, Allianz and Adidas. You can register now at the Qualtrics website.

Autonomous Digital Experience Management (ADEM) provides detailed visibility into end user device and application performance. On today’s sponsored episode, we talk with Palo Alto Networks about how it uses AIOps with ADEM to help IT and help desk teams quickly identify and respond to problems for a distributed workforce. We also discuss synthetic transactions, and... Read more »

Autonomous Digital Experience Management (ADEM) provides detailed visibility into end user device and application performance. On today’s sponsored episode, we talk with Palo Alto Networks about how it uses AIOps with ADEM to help IT and help desk teams quickly identify and respond to problems for a distributed workforce. We also discuss synthetic transactions, and... Read more »

Autonomous Digital Experience Management (ADEM) provides detailed visibility into end user device and application performance. On today’s sponsored episode, we talk with Palo Alto Networks about how it uses AIOps with ADEM to help IT and help desk teams quickly identify and respond to problems for a distributed workforce. We also discuss synthetic transactions, and... Read more »

Have you ever wondered what it would be like to receive healthcare that is not only efficient and effective, but also filled with love and magic? Imagine a world where every interaction with a healthcare professional leaves you feeling seen, heard, and cared for. It may sound like a dream, but for Dr. Adrienne Boissy, it's a vision that she is determined to turn into reality. In today's episode, Shawn Nason sits down with Dr. Adrienne Boissy, a pioneer in healthcare experience management to discuss the importance of integrating patient and employee experiences in healthcare, powered by empathy, innovation, co-design, and evidence-based research. They also discuss the role of Chief Experience Officers in healthcare and the need to infuse love and magic into patient interactions.  In This Episode [02:19] Dr. Adrienne's best day in healthcare [06:10] How Dr. Adrienne's experience with illness changed her perspective on finding joy in everyday moments [07:31] From Neurology to Experience Management [11:44] The importance of making the patient experience magical [14:58] Baking humane moments into healthcare operations [17:58] The evolving role of Chief Experience Officers in healthcare [23:36] The importance of business acumen in the world of experience [26:01] The role of maverick thinkers in healthcare. [30:33] Experience as a discipline and the need for leadership support [35:40] Importance of dreamers and doers in bringing about real transformation [36:52] The Combustion Questions What We Learned From Dr. Adrienne Boissy Empathy plays a crucial role in healthcare, as small moments of joy and gratitude can make a big difference in patients' lives. Patient experience should be redefined by infusing love and magic into every interaction, making healthcare more personal and human. The role of Chief Experience Officers (CXOs) in healthcare is evolving, with a shift towards everyone being a CXO and focusing on influencing outcomes for patients. Business acumen is important in healthcare, as leaders need to be maverick thinkers while also understanding their audience and speaking their language. The phrase "how might we" has transformative power in healthcare, encouraging people to dream and think differently to find solutions even in challenging situations. Notable Quotes [18:40] “Everyone has to be a chief experience officer in the future of health care.” [26:08] - “I see healthcare as a place for the dreamers and the doers. It's a partnership made in heaven.” [27:51] - “To be a thought leader and experience work, you have to know the evidence and hopefully be producing it yourself.” [31:09] “Now is the time for leaders to step up to the plate and lead in ways they haven't led before or haven't always had the opportunity to. Seize the moment.” [36:17] "Real transformation requires you to think differently, act differently, try things, fail, and make your failure better when you move on.” Our Guest Dr. Adrienne Boissy, a pioneering figure in healthcare experience management, holds dual roles as Qualtrics' inaugural Chief Medical Officer and practicing neurologist at Cleveland Clinic. She champions integrated patient-employee experiences driven by empathy, tech, co-design, and research, reflected in her extensive publications on humane health experiences.  Resources & Links Dr. Adrienne Boissy LinkedIn: https://www.linkedin.com/in/boissyad/ Shawn Nason LinkedIn: https://www.linkedin.com/in/nasonshawn/ Instagram: https://www.instagram.com/manonfiresocial/ Twitter: https://twitter.com/manonfiresocial Website: https://shawnnason.com/ MOFI: https://www.mofi.co/ The Combustion Chronicles Podcast Website: https://shawnnason.com/combustion-chronicles-episodes/ Learn more about your ad choices. Visit megaphone.fm/adchoices

Building upon his own work at Power Design and his years of research on the topic, Joshua Nelson dives into the world of Experience Management (XM) and the different processes it works along. He goes through some key components to put it into practice and develop an XM strategy, such as the single point of contact for end-user experiences, XLAs, the relative importance of metrics (and which ones are worth looking out for), and the value of relationship building. Joshua Nelson is Director of Technology Experience at Power Design, Inc. and the best selling author of “Leadership Distilled, Serving with Purpose”. He also has a PhD focused in Business Administration and Management, Information Systems and Enterprise Resource Management from California Intercontinental University. Formerly, he was a Program Manager for the district of Pasco Coun County.

Meghan is joined by Jared Rubalcaba to discuss patterns of truth from the Ancient Egyptian civilization. Topics Include: - Studying Without Bias - Becoming a Temple - Comparing Temple Practices and PatternsEsoteric Egypt, Vol 1 Online CourseJared Rubalcaba is a co-owner of Forbidden Adventure -- a Tour Company that specializes in esoteric, religious, cultural, and historical travel to destinations all over the world. Their mission is to provide meaningful and transformative experiences to the intentional traveler looking to capture knowledge, wisdom, and life-changing self-discovery. Jared also serves as a guide for some of their most frequented destinations including Peru, England, Scotland, and of course, his beloved Egypt. Jared received his Bachelor of Science in Outdoor Leadership Training; which has served as his foundation of Experience Management centered around learning and teaching others recreationally, professionally, and spiritually.  Jared has been an Instructor for Martial Arts, SCUBA, Rock Climbing, Wilderness Survival, Leadership Development Training, and a myriad of Guide experiences across the globe.  Jared's professional career has been spent working primarily with Youth in Wilderness, Residential, or State Therapeutic Programs. His passion is the healing and self-discovery that can be found in nature and discovering one's place in the cosmos. This bio should be accompanied by an image of him wearing a T-Shirt saying, “The Mountains are Calling, and I Must Go!” For Jared the connection between nature and spiritual nourishment is inseparable. As a young adult, Jared served a two-year Ecclesiastical Mission on the Kiribati (Kit-uh-bus) Islands; but his spiritual tutelage started at a much younger age and has lasted throughout his adult life—exploring various religions and scriptural texts from many sects of Christianity throughout history, Taoism, Buddhism, Indigenous creeds and rituals, Near Eastern Religions, Gnosticism, and Hermeticism. His years of religious studies have been the prelude to encountering the truths hidden in the symbols, rituals, hieroglyphs, and architecture of Egypt. For the past several years his focus has been on the oldest religious text in the world—the Ancient Egyptian Pyramid Texts—and has recently completed his own translation of the Pyramid of Unas. He married up to a woman entirely too good for him and together they have two deep-thinking and very funny boys.

It was an absolute pleasure to have Bruce Temkin, one of the founders of customer experience and a leading figure in the field, on the CX Goalkeeper Podcast. Bruce's vast experience and insights into customer experience, transformation, and leadership are truly inspiring.Bruce currently leads the Qualtrics XM Institute and has been focusing on customer experience and employee experience for a long time. He has a deep understanding of how people think and feel in different contexts, whether they're customers, employees, colleagues, partners, fans, or patients. His mantra, "Experience matters, because people matter," is a testament to his dedication to improving experiences for all.Episode Chapters00:00 Game Strat01:09 Bruce Temkin introduces himself02:01 Bruce shares the values that drive his life03:50 Discussion on Experience Management06:44 The difference between CX and XM08:37 Bruce shares the six laws of Experience Management14:33 Bruce's favorite law of Experience Management16:11 Key leadership lessons from Bruce's career21:04 Bruce's vision for the future of Experience Management30:02 How to contact Bruce30:39 Bruce's golden nuggetmore on: https://www.cxgoalkeeper.com/brucetemkiinYou can connect with Bruce on Twitter, LinkedIn, or visit the XM Institute for more insights on Experience Management.ABOUT ME:https://www.cxgoalkeeper.comSUPPORT:Do you like my podcast? Support this podcast with Buy Me A Coffee https://www.buymeacoffee.com/cxgoalkeeperSPONSORING:Interested in sponsoring the The CX Goalkeeper podcast? Please DM me on LinkedIn#cxgoalkeeper #customerexperience #podcast #leadership

You'd be forgiven for thinking that brands with a physical presence will always be trusted more than companies that only offer an online store. Things are now changing. According to our latest research, 58% of global consumers now trust global brands with a localized online presence equally to those with a physical presence. That's an incredible opportunity when you think about it – over half of consumers are willing to trust you, if you get your customer experience right. Globally Speaking is joined by the ‘CX Leader of the Year', James Scutt -Principal XM Catalyst at Qualtrics XM Institute and recognized as one of Europe's leading Experience Management experts - who offers his unique perspective on how brands can open up global opportunities by simply getting their customer's experience right, showing empathy and focusing on the human touch. He also highlights the common CX pitfalls of businesses, giving examples of where they've gone wrong and how they've won their customers' trust back.

A brief discussion about Experience Management Each week, Jeffrey will be interviewing guests from the technology, Service Management, or Business Continuity leadership communities.  Stay tuned as tomorrow's show is one you will not want to miss. Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, CIO Advisory, and Business Continuity services.  The firm's website is www.servicemanagement.us.  Jeffrey is an accomplished author with seven acclaimed books in the subject area and a popular YouTube channel with approximately 1,400 videos on various topics.  Also, please follow the Service Management Leadership LinkedIn page. Branding by Balaji - Follow him at @bwithbranding on Instagram

In this fascinating two part mini-series, Lou Carbone distills decades of thought leading ideas that cut through years of misled efforts to delight customers. In Part 2 we cover:The reason for being of a company should be creating value for customersUsing Deep metaphors for feelings that connect you to companiesBased on unconscious frameworks - how do you meet unconscious needsWill AI be used for wisdom?Be sure to listen to Part 2 for more great gems from LouMeet LouLou Carbone is foun der andCEO of Experience Engineering®, Inc., an experience management consulting firm, the first of its kind, based in Minneapolis, Minnesota.Since the late 1980's, Carbone, actually referred to as the “father of Customer Experience Management”, has been at the forefront of exploring and developing and creating cutting edge tools and experience management perspectives. He is globally recognized as a significant thought leader in the field as well as an experience management futurist continuously innovative, hands-on academic/practitioner.He has written and co-authored numerous academic articles and wrote the book “Clued In: How to keep customers coming back, again and again, Published by FT Prentice Hall which won Fast Company's Reader's Choice Award. Including a paper that was cited as the best paper by Sage Publications on Memorability of Experiences. Citations from those works in academic publications number in the thousands.More than two decades has collaborated very often with Dr. Leonard Berry, of the Mays School at Texas A&M. Len co-authored the book Management Lessons from the Mayo Clinic with Dr. Kent Seltman, former Chair of Marketing at the Clinic and has been recognized for contributing more to academic literature than any other academic ever. Lou originated the concept of Total Experience Management™ and a robust methodology called Experience Engineering®.  He is the Vice Chair of the Board of Directors at Health Quality Partners and has served on the board of Fairview Physician's Associate Network, as well as the Chairman of the Brown College Board of Trustees. Board Brown College Board Chair. He has spoken across the Globe hundreds of times delivering Keynote addresses.Prior to founding Experience Engineering Lou was the Global Vice President of Marketing at National Car Rental during the innovative creation of the Paperless Rental Agreement, Emerald Club®, The Emerald Aisle where choose your vehicle. Which the entire industry has now mimicked by the industry decades later.Lou was a senior executive with major advertising agencies in NYC, Detroit and Minneapolis and served as a Journalist in his early career.Prior to starting Experience Engineering, Carbone was an advertising executive with major agencies in New York, Detroit and Minneapolis. While with Campbell-Ewald Advertising, Grey Advertising, and Manoff Geers Gross, he worked with wide array of companies including American Tourister Luggage, National Car Rental, Walt Disney World, Eastern Airlines and Howard Johnson.Subscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter

A Conversation with Lou Carbone, the Father of Experience Management, Part 1 of 2In this fascinating two part mini-series, Lou Carbone distills decades of thought leading ideas that cut through years of misled efforts to delight customers. In Part 1 we cover:The difference between customer driven vs. customer centricThe shift from the industrial economy to the experience economyWhy we are “inhaling exhaust and expecting to get oxygen afterwards"Why CX leaders understand the power of unconscious needBe sure to listen to Part 2 for more great gems from LouMeet LouLou Carbone is the founder, president and chief experience officer of Experience Engineering, a Minneapolis-based consulting firm dedicated to customer and employee experience management. He is widely regarded as the father of the experience management movement. Founded in the late 1980s, Experience Engineering helps companies discover what really makes customers tick and offers solutions to help them increase customer satisfaction, loyalty and repeat business.A frequent college lecturer, writer and inspirational speaker; Carbone is the author of “Clued In: How to Keep Customers Coming Back Again and Again” (Prentice-Hall, 2004), which won the Fast Company Reader's Choice award.Companies that Carbone and Experience Engineering have worked with include Pizza Hut, KFC, Avis, H&R Block, General Motors, IBM, Taco Bell, Progressive Auto Insurance, John Deere, Blockbuster, IBM, La Quinta, Time Warner Cable, Deluxe Financial Services, Office Depot, Audi of America, Royal Bank of Canada, and Boston Children's Hospital.Carbone has lectured and has taught at  many leading educational institutions including the Harvard Business School, Columbia, The Cornell School of Hospitality, Haas School at the University of California at Berkeley, Texas A&M's Center for Retail Studies, Carlson School of Business at the University of Minnesota, Boston University, UNLV and Parsons School of Design.Prior to starting Experience Engineering, Carbone was an advertising executive with major agencies in New York, Detroit and Minneapolis. While with Campbell-Ewald Advertising, Grey Advertising, and Manoff Geers Gross, he worked with wide array of companies including American Tourister Luggage, National Car Rental, Walt Disney World, Eastern Airlines and Howard Johnson.Subscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter

For the 111th episode of the Healthcare IT Podcast, we are diving deep into experience management! We start off by examining where we are today with our approach to experience management in healthcare. Next, we look towards the future by discussing some ways that we should be working to improve patient experience management. Then, we […]

Host John Lynn and Colin Hung discuss: Experience Management. To stream our Station live 24/7 visit www.HealthcareNOWRadio.com or ask your Smart Device to “….Play Healthcare NOW Radio.” Find all of our network podcasts on your favorite podcast platforms and be sure to subscribe and like us. Learn more at www.healthcarenowradio.com/listen

Even though measuring is a considerable part of Experience Management, it's not the only aspect that matters. Doug Rabold (Amwell) is an advocate — and expert — of creating sentiments and building feelings. In this episode, he shares some insights into what experience should be, what Disney taught him, how he connects with others, and what he foresees as the future in Service Management. Doug Rabold is the Senior Manager of Customer Support at Amwell and Chairman of the Board at HDI. He's a thought leader, author, international speaker, and certified trainer with a vast experience in Customer Experience, Service Delivery, and Sales.

Tanya Thomas is an extremely exciting example of a modern CX leader. As the Senior Director of Experience Management at Experian, she has responsibility in the areas of CX, UX, VoC, and even Employee Experience. This unified approach is generating wonderful results and accelerating the CX transformation!

"I think there are three main things. The first is the continuation of the strategic investments that we are making across the regions in the markets that we serve. The second one is an acceleration of our ecosystem, because our partners play such an important part in the success of our customers and also themselves and us as well, and the third one is really innovation. The constant innovation on our platform is critical and there is no sign of that slowing down as we look forward to 2023 and beyond." - Brigid Archibald   Fresh out of the studio, Brigid Archibald, managing director in Asia Pacific and Japan, Qualtrics, joined us in a discussion on the business footprint of the experience management company and the key trends in the region. We started with Brigid's background and her experience in B2B sales and then proceed into how Qualtrics is working with companies to improve their customer experience. Last but not least, she discuss the key trends in the experience management space & advised what the potential call to action are for executives.   Podcast Information: The show is hosted and produced by Bernard Leong (@bernardleong, Linkedin) and Carol Yin (@CarolYujiaYin, LinkedIn). Proper credits for the intro and end music: "Energetic Sports Drive" and the episode is mixed & edited in both video and audio format by G.Thomas Craig (@gthomascraig, LinkedIn).

Today on Rising, we're joined by Jesse Purewal. Jesse is the current Global Head of Brand at Qualtrics, where he and his team are defining the category of Experience Management and building a brand around Improving the Human Experience. He also hosts the Breakthrough Builders podcast, a Qualtrics-sponsored show that invites people with influential passions, perspectives, and instincts to share their stories. Prior to Qualtrics, Jesse was a Partner at Prophet, where he worked with clients in SaaS, mobility, AI, business services and more, and launched brands like T-Mobile's Un-carrier, Intel's Amazing, and Amazon's Amazon Business. In this episode, we'll cover Jesse's career (1:15) The value of business school (10:05) Learning velocity & maintaining an entrepreneurial spark (21:24) Jesse's thank you note (29:26) Episode picks (35:21) Hosted by Josh Boaz and Mat Zucker, Rising is produced by Direct Agents and Prophet. For more information, visit rising-podcast.com and please subscribe to never miss a show! --- Send in a voice message: https://anchor.fm/risingpodcast/message

Eleanor Erickson was a general manager with Hampton Inn by Hilton for 20 years before focusing her time now on providing hospitality leaders with the tools they need to create more sustainable workplace cultures. Today she shares what she's learned about hospitality leadership and developing what she calls “Team Experience Management.”Follow Eleanor on LinkedInVisit Eleanor's websiteWhat did you think about this episode? Join the Hospitality Daily community on LinkedIn and share your thoughts. If you care about hospitality, check out the Masters of Moments podcast where Jake Wurzak interviews top leaders in hospitality. His conversations with Bashar Wali and Matt Marquis are a great place to start, but also check out his solo episodes such as how he underwrites investment deals and a deep dive into GP fees you know about. Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

“Customer experience isn't something that organizations control because that is ultimately how customers perceive their interactions with the company.”On this episode of Be Customer Led with Bill Staikos, Michael Hinshaw, President of McorpCX, joins us in conversation. Michael and his group assist businesses in improving their interactions with customers by applying digital and customer-centric innovations. Prominent analysts have hailed Michael as a pioneer in digital transformation and customer experience. In today's conversation, he expresses his thoughts on the evolution of customer experience management, discussing what has been happening in the CX space, what differentiates companies in the CX space, and where it's going.[01:07] Micheal's Background – Michael shares his journey and the work he is currently engaged in while discussing how to identify opportunities while entering a new industry [07:23] Customer Experience - Michael defines customer experience and where he believes it should reside from an organizational structure viewpoint.[11:03] Qualities and Skills - What leadership styles are the most effective in the CX space, and what qualities and abilities do such leaders possess?[13:35] Core Tenants – Michael discusses the key tenets of customer experience and the areas where he believes the most significant roadblocks exist.[23:22] CX in Real Business Outcomes - How to link customer experience management initiatives to real business outcomes. [28:58] The Future - We explore where technology and customer experience are headed.[33:48] Last Guest's Question - Which business or product have you suggested to a friend, and why?Resources:Connect with Michael: LinkedIn: linkedin.com/in/mhinshaw/

Rob Markey is the co-creator of the now-ubiquitous Net Promoter System—borrowing from Churchill, he refers to it as “the worst customer loyalty metric, except for all the others that have been tried.” But because of his accountability to clients and colleagues, Rob has higher expectations than many: Through 30+ years at Bain he's passionately championed the sometimes-unfulfilled mission behind the system—to put the customer at the center of business decisions and operations, at scale.In his conversation with Jesse, you'll hear about how Rob found his way to consulting; what he thinks makes him an effective client advisor and leader; how he helps senior executives find their voices and have those voices heard; how he gets leadership teams to make and stick to tough decisions; the structural barriers that keep companies from achieving true customer centricity; and the innovations in technology and operating models that are helping bring down those barriers. Along the way, he tells the “in the room where it happened” origin story of NPS, and presents his hypothesis on why NPS has had such staying power over the past two decades. (2:31) Rob's first impressions of consulting, and the circumstances and realizations that brought him into the field(6:48) Rob describes his strengths and his approach to helping executives embrace customer centricity(10:28) How staying focused on a larger mission has guided his long tenure at Bain(14:15) The barriers to being customer-focused at scale, and how to overcome them (20:20) Co-creating NPS, the “acid test of loyalty” (23:50) What really makes someone a promoter, passive, or detractor?(29:24) Why NPS is still at the center of CX efforts today(35:42) Lightning Round: most memorable marathon and a brand that's delighted him without failGuest BioRob Markey is a Senior Partner at Bain & Company, where he has helped lead dozens of successful customer-centric transformations at large global companies over 30+ years at the firm. Rob leads the NPS Loyalty Forum, a group of approximately 35 senior executives from loyalty-leading companies around the world, such as The Vanguard Group, American Express, JetBlue, Telstra, TD Bank, LEGO, Progressive Insurance, PwC and Intuit. Additionally, Rob is the creator of Bain's approach to customer-centricity, the co-inventor of the Net Promoter System, and co-author of The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World, a New York Times and Wall Street Journal bestseller.  Helpful LinksThe Ultimate Question 2.0 Rob's Net Promoter System PodcastRob writes for HBR: Are You Undervaluing Your Customers? Qualtrics Blog: Your Ultimate Guide to Net Promoter ScoreRob on LinkedIn and Twitter

On this episode of The Association Podcast, we are excited to be joined by Amber Winter, CEO of Web Courseworks.  Amber was recently promoted to CEO so we get to hear about that, what the current and future state of online learning looks like, and how Web Courseworks is innovating by looking at the corporate space and using AI and machine learning to make things easier for users.www.webcourseworks.com

What does Experience Management (XM) mean? How is it changing, and what can leaders do to "boost inertia" to radically improve customer service, employee empowerment, and all human experiences at scale? Listen to Stacy Sherman and Bruce Temkin, Head of Qualtrics XM Institute, answer these questions and discuss six key laws of experience management to maximize results. You'll hear actionable tips to be a change agent and not only survive but actually thrive during uncertain times. Learn more at DoingCXRight.com/podcast

Michelle joins us in this episode to share her story of burnout, self-exploration, and self-discovery. She tells us how she learned to let go of some of the responsibilities that make you feel “always on”, to disconnect from all the stress, build time to calm your mind and body, and allow yourself to stop for just a moment. We talk about finding where you are in this moment, asking yourself if you are happy where you are in life, in your well-being, in your job, and getting down to the root cause of your dissatisfaction and unhealthy reactions.   We also discuss finding the things that genuinely bring you joy. We talk about letting go of all outside noise and distraction, technology included, looking inward at yourself, shifting the focus from what you have to give up or sacrifice to what you want in life, and figuring out how to get there. We explore what a healthy relationship with technology looks like, how Michelle uses it as a tool in goal-oriented empowerment, and how employing mindfulness and intention with your use of technology can help you achieve your goals. Finally, we talk about Michelle's podcast Hard Won Wisdom, what that phrase means to her, and how she empowers other women to seek that wisdom.     In this episode you will hear:  What is work/life balance? Finding what your true self is longing for Are you getting enough joy out of life? Overcoming old ideas of what joy means Unplugging from the notifications and mindless scrolling What does healthy technology use look like? How self-image can become tied to our use of technology, e.g. social media     Michelle Brigman is a transformational Client Experience leader focused on innovating strategies to drive revenue, mobilize cohesive teams, and influence the customer experience. Michelle has created profitable results in CX leadership positions for global iconic brands such as 7-Eleven, Citi, and Dell. She was named Top CX Professional 2021, 2017 IT Executive of the Year, 2017 CXPA Innovation Award Winner, and Co-Emcee in the Customer Centricity World Series Awards- 2022. Currently, she is the Sr. Director of Strategic Alliances for the #1 Experience Management platform Medallia, co-host of the Hard Won Wisdom podcast, EVP of Women's Leadership Network, and founder of Brave Balanced Women, where she helps Executive Women find balance through wellness practices, self-discovery, and a powerful tribe of advisors.       Connect with Michelle Brigman: Website: www.michellebrigman.com Email: michellebrigman@outlook.com LinkedIn: linkedin.com/in/michellebrigman Hard Won Wisdom podcast: hardwonwisdom.com Facebook: facebook.com/BraveBalancedWoman TikTok: tiktok.com/@thebravejourny     Connect with R Blank and Stephanie Warner:  For more Healthier Tech podcast episodes, and to download our Healthier Tech Quick Start Guide, visit https://HealthierTech.co and follow https://instagram.com/healthiertech Additional Links: Shield Your Body website: https://ShieldYourBody.com Shield Your Body Youtube Channel: https://youtube.com/shieldyourbody Host R Blank on LinkedIn: https://www.linkedin.com/in/rblank9/ Shield Your Body on Instagram: https://instagram.com/shieldyourbody          

Experience insights management solution to design and deliver exceptional digital experiences.

Aaron Colak is the Leader of Core Machine Learning at Qualtrics, an experiment management company that takes large language models and applies them to real-world, B2B use cases. In this episode, Aaron describes mixing classical linguistic analysis with deep learning models and how Qualtrics organized their machine learning organizations and model to leverage the best of these techniques. He also explains how advances in NLP have invited new opportunities in low-resource languages. Show notes (transcript and links): http://wandb.me/gd-aaron-colak --- ⏳ Timestamps: 00:00 Intro 00:57 Evolving from surveys to experience management 04:56 Detecting sentiment with ML 10:57 Working with large language models and rule-based systems 14:50 Zero-shot learning, NLP, and low-resource languages 20:11 Letting customers control data 25:13 Deep learning and tabular data 28:40 Hyperscalers and performance monitoring 34:54 Combining deep learning with linguistics 40:03 A sense of accomplishment 42:52 Causality and observational data in healthcare 45:09 Challenges of interdisciplinary collaboration 49:27 Outro --- Connect with Aaron and Qualtrics

One bad experience and the click of a mouse. That's all it takes for a customer or employee to go somewhere else. As life and work have become digitized in the last two years, the switching cost has decreased to almost zero. It's never been easier for people to change their company loyalty.   Experience management has never been more important.  But creating those great experiences that resonate with customers and employees requires paying attention to customer feedback and insights.  In times of uncertainty, organizations aim to consolidate the number of ways they listen to understand the cause and drivers of the experience, says Brad Anderson, President of Products & Services at Qualtrics.  Turning customer feedback into actionable insights requires continuous listening, finding areas to improve and driving those improvements. Those insights direct organizations to the next best step for the individual and the group and can be adjusted in real time.  Organizations need to pay attention and understand the emotions people feel as they interact with the organization, both as customers and employees. Understanding those emotions helps brands identify what is and isn't working.  Anderson says call centers are a gold mine of information that doesn't even require asking for new feedback. By listening to conversations that are already happening with the help of AI, companies can understand what experiences need to be improved and the next best action for individuals and groups.  Listening to customers helps pinpoint areas of friction within the experience that can be improved. Anderson recommends paying attention to the emotions behind the experiences. People are often willing to share good and bad experiences, but organizations and leaders need to listen to their feelings to drive improvement.  As companies listen, experience management programs create memories of every experience a customer or employee has had. As technology advances, brands can recall those experiences in real time to provide personalized insights into the next right step for every person.  Experience matters now more than ever. And the key to delivering great experiences to customers and employees is listening, finding areas to improve and continually driving improvements.   *Sponsored by Qualtrics ________ Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future. For regular updates on customer experience, sign up for her weekly newsletter here. 

From practicing, teaching and leading at The Cleveland Clinic to her new tenure as the Chief Medical Officer at Qualtrics, Dr. Adrienne Boissy has been one of the healthcare industry's greatest champions for imbuing empathy into the patient experience. In her talk with guest host Susan Haufe, she describes her journey as a builder: from navigating a childhood that often felt unsteady and unsafe, to becoming a neurologist, to finding her ultimate calling as an experience-minded executive working to transform healthcare. Throughout the episode she shares profound ideas about how to give yourself grace and overcome obstacles. And she leaves us with a look at the future of the healthcare industry, offering poignant ideas about how we can leverage technology to make the patient experience more humane and compassionate.(05:07) Adrienne at 12: Who's the person we would've met?(08:28) Her healthcare journey, from researcher to chief experience officer(14:53) How to take a ‘Failure Bow' and move on(19:01) Why everyone should think more about how they spend their time(23:13) On the importance of gratitude(32:14) Using technology to facilitate human connection and empathy in healthcare(34:33) Post-interview conversation with Jesse and guest host Susan HaufeGuest BioDr. Adrienne BoissyAdrienne Boissy, MD, MA, is the Chief Medical Officer at Qualtrics, where she shapes the strategic direction of patient and employee experience in the healthcare industry, including technology design, research, consulting and innovation in experience management. She is the former Chief Experience Officer of the Cleveland Clinic Health System and a current staff neurologist at the Cleveland Clinic Mellen Center for Multiple Sclerosis. A compelling speaker and thought leader, Dr. Boissy has been featured in The Wall Street Journal, NPR, The Washington Post, Forbes, and The Atlantic, among others. Susan Haufe (Guest Host)With 20 years of experience combining the tools, discipline, expertise, and passion to design and drive a customer-centric culture, Susan Haufe is known for organizational transformation built on brand promise, purpose, and values. She currently serves as the Chief Industry Advisor for Healthcare at Qualtrics. Prior to joining Qualtrics, Susan served as the inaugural Chief Experience Officer for Yale New Haven Health, developing the vision and roadmap to support the execution of critical initiatives, including centralizing patient experience functions across the health system.Helpful LinksLearn more about Dr. Boissy's role at QualtricsTED appearance: Can Empathy Help Us Heal Healthcare?A useful exercise: Your Pie Chart of HappinessAlso check out: Our Breakthrough Builders episode with New York-Presbyterian Hospital's Rick EvansDr. Boissy on LinkedIn

Today on the Tech Bytes podcast we focus on the intersection of security and digital experience management. With more applications moving to the cloud, IT has to provide secure access while also ensuring a good user experience. Our sponsor Netskope, which provides cloud-based security services, has ideas on how to make this happen.

Today on the Tech Bytes podcast we focus on the intersection of security and digital experience management. With more applications moving to the cloud, IT has to provide secure access while also ensuring a good user experience. Our sponsor Netskope, which provides cloud-based security services, has ideas on how to make this happen. The post Tech Bytes: Integrating Digital Experience Management And Cloud-Delivered Security (Sponsored) appeared first on Packet Pushers.