TP180 - Ingredients of Customer-Centricity

The current public health crisis has caused our industry to rapidly adopt many customer-first strategies. In this episode, Reed Smith and Chris Boyer share case studies from our industry that illustrate what it means to be customer-centric, the importance of the call center and how culture is the critical element of digital transformation. They are joined by Grad Conn, Chief Marketing Officer of Sprinklr, who shares his experience with health systems who are using digital CXMs to better address customer needs.  Mentions from the Show: How Customer Experience is changing the healthcare industry  The Road To Customer-Centricity Starts Closer To Home Than You Think  In Times of Distress, Do Crises Illuminate Cracks in Customer Service? 5 Best Practices to Shepherd Your Organization Through Digital Transformation Grad Conn on LinkedIn Grad Conn on Twitter Sprinklr.com Copernican Shift blog Find Us Online:  Touchpoint podcast Twitter Reed Smith Twitter Chris Boyer Twitter Chris Boyer website Social Health Institute Learn more about your ad choices. Visit megaphone.fm/adchoices