Кращі подкасти про Experience Matters (2024)

1
Maersk Customer Service Transformation: From Cost Center to Experience-Led Growth with Peter Hartz, Maersk 47:12

15h ago47:12

47:12

In this episode of Experience Matters, we explore how Maersk transformed its customer service from a traditional cost center into a driver of experience-led growth. Host Steffen Souza is joined by Peter Hartz, Global Head of Ocean Niche Products, to discuss the strategies behind this transformation. Peter shares insights on balancing technology wit…

1
Learning from The Painful Mistakes of Others to Advance Patient Experiences 8:27

5d ago8:27

8:27

Terry Mainous, MSN, RN, CMPE, Chief Nurse Executive and Vice President of Operations at Lee Physician Group in Fort Myers, Florida, joins our Healthcare Experience Matters Podcast this week to share an emotional story about learning from the mistakes of other people, and the role of empathy in delivering an unwaveringly excellent patient experience…

1
Elevating Care Experiences with HCAHPS 2.0: What CEOs and Boards Need to Know 40:13

12d ago40:13

40:13

This week on the Healthcare Experience Matters Podcast, we are rebroadcasting our recent live webinar dedicated to HCAHPS and hosted by the Healthcare Experience Foundation coaching team. Watch the video here: https://youtu.be/NF2zfUGvJ2k This webinar offers essential insights for CEOs and Boards regarding the upcoming HCAHPS 2.0 changes and how to…

1
Crucial Leadership Advice for Every Healthcare Professional to Embrace 10:32

19d ago10:32

10:32

This week, we’re gearing up for a November full of Leadership Certificate Program opportunities from the Healthcare Experience Foundation (HXF) by featuring this “best-of leadership” episode on the Healthcare Experience Matters Podcast. This episode features snippets from previous podcast guests that quickly dive right into the essence of what defi…

1
Building Effective Teams & Insights on Healthcare Leadership 13:13

26d ago13:13

13:13

In the latest episode of our Healthcare Experience Matters podcast, James Lonquist, MD, an accomplished cardiothoracic surgeon and expert in healthcare teamwork and leadership, joins us to explore the essential elements of teamwork in healthcare and their implications for leadership. Kathleen Lynam, RN, MPA, an Executive Coach and Senior Advisor wi…

1
What Empowering Leadership Should Look Like in Healthcare 14:40

1M ago14:40

14:40

Ramonita Jiménez, DNP, MPA, RN, NEA-BC, Chief Nursing Officer with Hackensack University Medical Center is our guest on the Healthcare Experience Matters Podcast this week for timely conversation on leadership empowerment. Conducting today’s interview as our special guest host is Kathleen Lynam, RN, MPA, an Executive Coach and Senior Advisor with t…

1
The Peak-end rule - Med Pia Sebell, Experience Director og Morten Kold, CXO & Head of Experience Design, Merkle NE 51:16

1M ago51:16

51:16

I denne episode af ”Experience Matters” tager Pia Sebell og Morten Kold dig med igennem Peak-end rule, som måske bedst kan oversættes med ”Optursreglen”. Pia er Experience Director og Morten CXO og Head of Experience Design, begge i Merkle, og sammen med vært og Chief Growth Officer, Steffen Souza, fortæller de om, hvorfor det er helt afgørende for…

1
Advancing Health Equity for Improved Quality in Healthcare 11:32

1M ago11:32

11:32

Making a memorable repeat appearance on the Healthcare Experience Matters Podcast this week is Shari Gold. We dive into the extremely important topic of strengthening health equity to enhance healthcare quality. We also explore the nuances of how equity and quality are intertwined—and inseparable—in healthcare. Shari is a dedicated leader in the he…

1
Enhancing the Patient Experience by Choosing Our Words Wisely 12:33

2M ago12:33

12:33

We welcome Jody Thomas, PhD, the Chief Executive Officer of the Meg Foundation, to our Healthcare Experience Matters Podcast this week. As a licensed clinical psychologist and internationally recognized expert in pain and pediatric health, Dr. Thomas is making her first appearance on our weekly show. Words are powerful tools and should best be util…

1
CX as a Growth Driver - Feat. Holden Bale, Global Head of Experience & Commerce, Merkle and dentsu 42:06

2M ago42:06

42:06

Join this episode of “Experience Matters” – featuring Holden Bale, Global Head of Experience & Commerce at Merkle and dentsu. Our host and Chief Growth Officer Steffen Souza, and Holden Bale dive into the importance of focusing on customers and how success and growth often come down to a great customer experience rather than product features, even …

1
Engaging Healthcare Colleagues in Very Difficult Conversations 17:45

2M ago17:45

17:45

Denise Robinson, DNP, MPH, BSN, RN, WOCN, is a celebrated nursing executive with more than two decades of nursing experience. She joins the Healthcare Experience Matters Podcast this week to discuss effective strategies for navigating difficult conversations with healthcare colleagues. As a nursing executive, this subject matter is near and dear to…

1
Embracing a Childlike Curiosity for Delivering Better Communication with Patients 14:43

2M ago14:43

14:43

Healthcare Experience Matters Podcast veteran Dr. Joshua Schwarzbaum returns to the program this week to share his wisdom and compassion as we explore harnessing childlike curiosity to provide better, more empathetic interactions with our patients. As a longtime emergency room physician in New York City, Dr. Schwarzbaum has spoken in-depth about st…

1
What Can Be Done to Stop Disinformation in Healthcare? 10:57

3M ago10:57

10:57

In this week's episode of "Healthcare Experience Matters," we discuss disinformation in healthcare and provide tangible strategies for clinicians. Our guest is Geeta "Dr. G" Nayyar, MD, MBA. Dr. G is a globally recognized chief medical officer and technologist, as well as the Wall Street Journal bestselling author of "Dead Wrong: Diagnosing and Tre…

1
“Hearing vs. Listening”: The Impact of Hearing Loss on Providing Excellent Patient Experiences 9:51

3M ago9:51

9:51

What can be done when hearing loss impacts patient/provider communication and the overall patient experience? This week, Keith N. Darrow, Ph.D., CCC-A, is our guest on Healthcare Experience Matters to shed some light on this issue. He also provides key insights into the difference between “hearing” and “listening,” and how these distinctions affect…

1
Why Inclusive Leadership Education in Healthcare is More Essential Now Than Ever 6:56

3M ago6:56

6:56

As we are now just one week away from the start of our new cohort for the Foundations in Inclusive Leadership Certificate program, we are joined this week on our Healthcare Experience Matters podcast by Elisa Grace, VP of Coaching at the Healthcare Experience Foundation (HXF), and Physician Coach George Mayzell. They join us to provide a preview of…

1
Embracing A.I. Without Losing the Human Touch in Healthcare 11:38

3M ago11:38

11:38

In this week’s edition of the Healthcare Experience Matters Podcast, we invite Leslie Pagel to the show. Leslie is an expert in customer experience (CX) strategy, here to discuss navigating the great balancing act of embracing technology, such as conversational artificial intelligence (A.I.), as it evolves drastically, without losing the human touc…

1
Technology’s Evolving Role in Improving Patient Experiences 14:54

4M ago14:54

14:54

Craig Joseph MD, FAAP, FAMIA, is our guest this week on the Healthcare Experience Matters Podcast for a candid discussion on technologies’ evolving role in improving patient experiences and fighting burnout among healthcare workers. As an accomplished speaker on this topic, Dr. Joseph highlights the importance of designing technological solutions i…

1
Inclusive Healthcare Leadership: Why Dignity, Respect, and Language Matters 12:15

4M ago12:15

12:15

Joining our Healthcare Experience Matters show for the second time in as many weeks is Elisa Grace, the vice president of coaching here at the Healthcare Experience Foundation (HXF). Elisa brings us insights on the power of embracing inclusion and belonging in healthcare while outlining the need for inclusive healthcare leadership and the challenge…

1
Coaching’s Measurable Impact On Improving Patient Experiences 10:53

4M ago10:53

10:53

This week on the Healthcare Experience Matters show, we’re interviewing Elisa Grace, the Vice President of Coaching at the Healthcare Experience Foundation (HXF). Elisa joins us to discuss coaching's role in elevating excellent patient experiences and showcasing some of its measurable impacts. We also explore into the common myths and misconception…

1
Healthcare Leadership and Moving from Colleague to “Boss” 15:03

4M ago15:03

15:03

Within a typical healthcare leader's journey and their rise in management ranks, it is not uncommon to transition from a colleague and friend to a position of authority. When navigated properly in healthcare, this transition can be seamless, fruitful, and mutually beneficial to all parties involved, including the parent organization and the patient…

1
The Tangible Benefits of Cultural Inclusion Training in Healthcare 12:27

5M ago12:27

12:27

Shari Gold is our guest this week on the Healthcare Experience Matters Podcast. She currently serves as Senior Vice President for Regulatory Compliance and the Chief Quality & Equity Officer with Bergen New Bridge Medical Center in New Jersey. She is a Healthcare Quality and Regulatory Compliance Executive, and we are honored to have her join our s…

1
Navigating The Important Future HCAHPS Survey Changes 51:26

5M ago51:26

51:26

This week on the Healthcare Experience Matters Podcast we are thrilled to share with you the rebroadcast of our HCAHPS 2.0 webinars covering the most important upcoming changes to the survey that will be headed our way in 2025. Last month the Healthcare Experience Foundation (HXF) team delivered two free webinars designed to prepare you and your te…

1
An Unwavering Mission to Empower All Patients 25:44

5M ago25:44

25:44

In this week’s Healthcare Experience Matters podcast episode we are honored to be joined by compassionate patient advocate, David Ezon, MD, a pediatric cardiologist and associate professor of pediatrics with Mount Sinai Hospital in New York. He's also the creator of The Patient Empowerment Workshop™, as well as the author of the new book Survive an…

1
Why Healthcare Needs a New Approach to Relationship Rounding 14:28

5M ago14:28

14:28

The Healthcare Experience Matters Podcast is back this week with a brand-new episode featuring Katie Owens, MHA, CPXP, and Kathleen Lynam, RN, MPA. In addition to their roles as Healthcare Experience Foundation (HXF) coaching faculty, Katie currently serves as HXF President and Co-Founder, while Kathleen is an Executive Coach and Senior Advisor wit…

1
Including All Voices in Patient Safety 21:32

6M ago21:32

21:32

An important discussion on including patients' voices in the dialogue on improvements to safety management practices takes place this week on our Healthcare Experience Matters Podcast. We are joined by Kumar Subramaniam, President/CEO at SafeTower Inc., and Eileen Kasda, Vice President of Patient Safety at SafeTower, in our newest episode, moderate…

1
Improving Doctor/C-Suite Communication to Advance Patient Care 13:35

6M ago13:35

13:35

An indispensable pillar of leadership is strong communication, and effective communication with the c-suite is crucial for improving our environment at scale and building a thriving atmosphere for staff. This is especially true in healthcare when it comes to communicating with the C-Suite. George Mayzell, MD, MBA, joined our Healthcare Experience M…

1
Overcoming the Inherent Challenges of Physician Leadership 14:24

6M ago14:24

14:24

For as much as they accomplish and contribute to society, physicians and many healthcare practitioners often fail to recognize themselves as leaders. This week on the Healthcare Experience Matters Podcast, we're joined by Rob Minkes, MD, PhD, MS-LOD, who offers insights on how physicians can overcome the inherent challenges of recognizing themselve…

1
How to Best Lead with Authenticity in Healthcare 13:54

6M ago13:54

13:54

Carla Parker-Hollis joins the Healthcare Experience Matters Podcast this week to discuss the essential elements of authentic healthcare leadership. This discussion is moderated by Kathleen Lynam, an Executive Coach and Senior Advisor with the Healthcare Experience Foundation (HXF). Carla is the Chief Operating Officer of Jersey City Medical Center …

1
Self-Compassion and Empathy’s Vital Role in Building Healthcare Leaders 13:05

6M ago13:05

13:05

Today’s podcast is a 'Best of' episode of Healthcare Experience Matters, where we explore some of the most impactful conversations that have taken place on our show related to self-compassion and empathy’s role in building future healthcare leaders. We’re highlighting three influential interviews that have taken place on our podcast in this 'best o…

1
Building a Workplace Culture of Belonging in Healthcare 32:13

7M ago32:13

32:13

In this week’s impactful episode of the Healthcare Experience Matters Podcast, we delve into the core aspects of fostering a culture of belonging. Belonging should be an unwavering cultural value, as we firmly believe it leads to a more engaged healthcare workforce, instilling a deeper sense of purpose for all involved. Ultimately, building a cultu…

1
Emotional Intelligence to Promote Inclusive Healthcare Leadership 13:00

7M ago13:00

13:00

This week on the Healthcare Experience (HX) Matters Podcast, our guest is Kathy Boswell. We'll be exploring the four dimensions and competencies of emotional intelligence and how they can help promote inclusiveness in healthcare environments. Kathy is a Coach and National Speaker with the Healthcare Experience Foundation (HXF). She is also a featur…

1
The Medical Professionalism Questions That Need to Be Addressed 20:41

7M ago20:41

20:41

Rob Minkes, MD, PhD, MS-LOD, and Robert Eisinger, PhD, both coaching faculty members at the Healthcare Experience Foundation (HXF), join us on our weekly Healthcare Experience Matters Podcast to address some of the lingering questions surrounding medical professionalism. Vagueness of Medical “Professionalism” Last month, the New York Times publishe…

1
Healing Patients Better by Listening to Uncover Their Deepest Needs 22:01

7M ago22:01

22:01

What's often left unspoken can assist us in better healing patients and being there for them in their times of deepest distress. Delving into this mystery often necessitates a profound form of listening, which can be the key to unlocking the root of that distress. We are excited to be joined by Dr. Joshua Schwarzbaum as our guest once again this we…

1
Putting into Practice DEI Training in Healthcare 6:15

8M ago6:15

6:15

In the latest episode of the Healthcare Experience Matters Podcast, we look into the benefits of investing time into DEI education and training in today’s healthcare environment. Joining us for today’s chat is Brian Bustoz, MBA, CPXP, the Director of Patient Experience Service Excellence at Dignity Health Arizona, Central, and West Valley Market. B…

1
Health Literacy for Patients in the Age of the Internet and A.I. 17:44

8M ago17:44

17:44

Catherine Richards Golini, PhD, a Healthcare Editor with Karger Publishers, and plain language expert, joins the Healthcare Experience Matters Podcast this week for a timely chat on patient education. We’re on a mission to improve the patient experience through all facets of care, with patient education and communication at the heart of so much of …

1
3 Essential Qualities for Emerging Healthcare Leaders 14:48

8M ago14:48

14:48

Kathleen Lynam, RN, MPA, joins our Healthcare Experience Matters Podcast this week to discuss the three essential leadership qualities she has found to be enduring. Having a deep-seated passion for your work, bringing a people-centered approach to the table, and maintaining a visionary mindset are the enduring attributes that all emerging leaders i…

1
What Leading with Inclusivity Means in Healthcare 18:30

8M ago18:30

18:30

Today’s episode of the Healthcare Experience Matters Podcast is a chat with Steve Meth, JD, MS, Chief Patient Experience Officer, Johns Hopkins Medicine, about what it means to lead with inclusivity in today’s modern healthcare landscape. Drawing from his extensive experience and unique professional background, Steve highlights the significance of …

1
A Five-Star Hospitality Mindset for Service Excellence in Healthcare 20:34

9M ago20:34

20:34

There are many intangibles that make up an excellent patient experience. Often times it starts with the parking lot – like are there actually enough spaces in the garage to park? It seems simple, but it can go a very long way in healthcare service excellence. This is something we should all be striving to improve in our field. Stepping away from th…

1
How a Doctor Overcame Public Speaking Fears to Better Serve Patients 16:38

9M ago16:38

16:38

According to research, approximately 75% of the general population experiences a fear of public speaking.* When combined with the fact that many medical professionals tend to be introverted by nature, it is safe to assume that a love or passion for public speaking is not common in healthcare. Furthermore, it is probably safe to conclude that doctor…

1
The Healthcare Experience (HX) Academy for Excellent Patient Encounters 13:29

9M ago13:29

13:29

This week’s episode of the Healthcare Experience Matters Podcast takes a deep dive into the Healthcare Experience (HX) Academy, and how it can drive better patient encounters. Today's discussion is moderated by HXF President Katie Owens. Healthcare experiences consist of a million small encounters, each contributing to the overall impression of you…

1
How to Avoid the Pitfalls of Chart Wars and Bias: Ensuring Equitable Healthcare Practices 58:12

9M ago58:12

58:12

Join moderator Deanna Frings and panelists Drs. Rob Minkes and George Mayzell on this week's Healthcare Experience Matters Podcast. In this special episode, we feature a discussion on avoiding the pitfalls of chart wars and bias to ensure equitable practices. This podcast is a rebroadcast of a live learning event from the Healthcare Experience Foun…

1
What Cultural Humility Means in Practice for Healthcare Leaders 11:31

9M ago11:31

11:31

Tiffany C. Chaney, FACHE, joins the Healthcare Experience Matters Podcast this week to discuss the practical application of cultural humility. In addition to being a Fellow with the American College of Healthcare Executives (FACHE), Tiffany is Chief Diversity Officer with Baptist Health in Montgomery, Alabama. Throughout her career, she has been gu…

1
Coffee Trends: What's Hot in 2024? 48:05

10M ago48:05

48:05

After a run of several incredible guests, Lou & Ted are taking a quick coffee break... and taking a look at the hottest caffeine trends for 2024! How are flavour, premium experiences and 'conscious' coffee affecting the market and products being produced? They get into the stuff that matters, and give you something to ponder over your next flat whi…

1
The Keys to a More Inclusive Healthcare System 13:44

10M ago13:44

13:44

Vanessa Guzman brings us the keys to building a more inclusive healthcare system in this week’s heartwarming edition of the Healthcare Experience Matters Podcast. In addition to her role as a passionate advocate for health equity, Vanessa is Chief Executive Officer at SmartRise Health and Ella Es Health. She is also a strategy and empowerment coach…

1
There's Nothing Dry About Mocktails 1:01:15

10M ago1:01:15

1:01:15

We're back with a new episode for the New Year - and of course we're talking Dry January. We're not alone either - this episode we're joined by a real pro in this area, with incredible hospitality credentials - Pooja Sharma-Jones is Chief Marketing Officer for drinks brand 'Mocktails'. We talk about Pooja's background with brands like Harrods and S…

1
Building Implicit Bias Awareness for Healthcare Leaders 13:36

10M ago13:36

13:36

In this week's episode of Healthcare Experience Matters, we have the pleasure of being joined by Brenda Ayers, MD, a Physician Coach at the Healthcare Experience Foundation (HXF). This crucial podcast interview offers an in-depth exploration of what it takes for healthcare leaders to develop a heightened awareness of implicit bias. Dr. Ayers is not…

1
How Governing Boards Can Drive Excellent Healthcare Experiences 13:36

10M ago13:36

13:36

This week on the Healthcare Experience Matters podcast, we're discussing the role that governing boards play in the ongoing quest to elevate patient experiences in the modern and ever-changing healthcare environment. Our guests this week include Laura S. Orr, MHA, CEO of FORWARD Governance Consulting, and Katie Owens, President of the Healthcare Ex…

1
How Medical Scribes Help Drive Excellent Patient Experiences 8:42

10M ago8:42

8:42

In this week's edition of the Healthcare Experience Matters Podcast, we take an in-depth look at some of the (often overlooked) benefits of medical scribes and their positive impact on the patient experience. We are excited to welcome Dr. Christine Meyer, an internal medicine physician, back to our program for today’s episode. This is the second ap…

1
From Burnout to Brilliance: Finding the Right Coach in Healthcare 16:59

11M ago16:59

16:59

Advisors, mentors, and coaches—family and friends—you will need to lean on all these people in your support system as a healthcare professional. Given the rigors of working in healthcare, a coach can be your strongest professional ally, helping you objectively see things without bias (or an interest in the outcome.) Unlike many individuals in our p…

1
2023 Trends: What's Next? 43:02

11M ago43:02

43:02

It's the last episode of the year! With that comes a look back at 2023 and everything we've learned. Lou & Ted give you their top 5 developments that made a difference this year, and how those trends will impact hospitality in 2024. If you want to get ahead in 2024, this is a great place to start. We also mention how to get your hands on some free …

Подкасти, які варто послухати

Подкасти на тему Experience Matters

Подкасти, які варто послухати

Короткий довідник