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Episode 4: The Human Experience in Healthcare

The Human Experience in Healthcare We will into the Patient experience world to learn how to provide compassionate care and why this leads to improvement in clinical, operational and financial outcomes. We provide many practical examples of how to start a patient experience program, run it smoothly and why we should shape our experience as humans (patients, physicians and providers) together. We discuss the impact of COVID-19 on PX and…

Episode 3: The Fastest Route to CX Success in Telco

Telco sector has lower NPS compared to many other industries and hasn’t seen much improvement recently. How you can close the gap and build successful CX program in telco? In this episode together with my guest Dave Patarica, CX telco expert with over 20 years of experience. we will zoom into customer makes the industry special, how you can prove the ROI of your program, and boost its impact. We…

Episode 2 – CX In Times of Crisis: Managing the Spectrum of Human Emotions

All experts agree that CX is more important than ever in the time of crisis. In this episode together with my guest Jeff Sheehan, CX expert with over 25 years of experience, we will zoom into what are the differences in CX in Europe vs. the USA, how to show empathy and have a proper tone of voice during crisis, what will happen with CX after the crisis and how…
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Episode 1 – B2B CX: From Zero to Ultimate Customer Success

Building a Successful CX Program from Scratch The pilot episode of the CX Impact Podcast focuses on the key elements to building a successful CX program, whilst providing tactical advice on how to built a strong relationship with your brand’s customers. We invited Michael Brandt – thought leader, customer experience specialist and trainer, to share insights from his own over 20-year long professional experience. For two decades, Michael dedicated his…