The following was transcribed from a recent interview on The Agile Brand with Greg Kihlström podcast. Today we’re going to talk about the healthcare customer experience and how customers are shifting their preferences to want better digital experiences. This means that healthcare providers need to keep up with these demands while providing better and more personalized experiences across channels that include both online and offline ones.

The following was transcribed from a recent interview on The Agile Brand with Greg Kihlström podcast. Today we’re going to talk about CX skeptics and how to win them over to adopting customer-centric thinking in a meaningful way. To help me discuss this topic, I’d like to welcome Sami Nuwar, Customer Experience Advisory at Medallia.

My article on Forbes. Getting feedback in real-time instead of asking for surveys after the fact allows you to have the data you need to make adjustments quickly — sometimes immediately — to ensure your customer has an optimal experience. Contrast this with waiting for an individual to fill out a survey once they are all the way through a process, and you can imagine the possibilities!

This is part 4 of a 4-part series of articles is based on ideas from my book The Center of Experience, in which I explore the relationship between customer experience and employee experience, and how organizations can achieve transformative results by embracing a customer-centric culture.

This is part 3 of a 4-part series of articles is based on ideas from my book The Center of Experience, in which I explore the relationship between customer experience and employee experience, and how organizations can achieve transformative results by embracing a customer-centric culture.

This is part 2 of a 4-part series of articles is based on ideas from my book The Center of Experience, in which I explore the relationship between customer experience and employee experience, and how organizations can achieve transformative results by embracing a customer-centric culture.

This 4-part series of articles is based on ideas from my book The Center of Experience, in which I explore the relationship between customer experience and employee experience, and how organizations can achieve transformative results by embracing a customer-centric culture.

In this article, we are going to explore when and why you may need to invest in digital transformation in order to optimize your brand’s customer experience. Let’s explore three areas where digital transformation can have a big impact on your CX.

Let’s look at three important things to consider as you begin your digital transformation initiative.

Using agile processes and methodologies within your digital transformation initiative will help it achieve sustained success.

Let’s take a look at the primary reasons why digital transformation initiatives fail to reach their goals, and some ways to mitigate them.

Now that we have a better understanding of what digital transformation is, and the different components that make it up, let’s talk about its importance to organizations. We’re going to look at four categories of benefits.

In this 5-part series, I’m going to discuss the importance of digital transformation, how to ensure you achieve your organizational goals, and the best ways to plan for success. You can read more about some of these topics and more in my books, The Center of Experience and Digital Delight, available in print and digital versions.

It can be challenging to meaningfully measure customer experience (CX) in any organization. Several metrics have been touted as good ways to see the effects of CX and its impact on customer satisfaction, loyalty and recommendations.

I believe measurement to be critical to understanding and growth in any endeavor, whether business or personal. I have seen this in my customer and employee experience strategy and design work with enterprise organizations. There are, however, important things to consider in how you place an emphasis on metrics, and one of these is Goodhart’s Law.

In this 3-part series, I’m going to discuss what we mean by return on experience, the link between customer and employee experience, and how to operationalize great experience in a way that is repeatable and adaptive to change. In this final part of the series, I’m going to discuss how to get started with measuring and operationalizing return on experience.

In this 3-part series, I’m going to discuss what we mean by return on experience, the link between customer and employee experience, and how to operationalize great experience in a way that is repeatable and adaptive to change. In this second part of the series, I’m going to discuss how customer and employee experience are related, as well as how to measure return on experience.

In this 3-part series, I’m going to discuss what we mean by return on experience, the link between customer and employee experience, and how to operationalize great experience in a way that is repeatable and adaptive to change. These concepts are taken from my book, The Center of Experience, available in print and digital versions.