S2E28 · Unlocking Growth Through Customer Experience with Todd Unger of AMA

Welcome to Speaking From Experience with Len Devanna. In this episode, we are joined by Todd Unger, Chief Experience Officer at the American Medical Association and author of The 10-Second Customer Journey. Todd discusses how his team was named best CX team of the year and shares his insights on CX as an orchestration layer that drives growth through seamless integration of marketing, product, and service. We explore how building a customer-centric culture, breaking silos, and using modern tools like AI can transform organizations and improve patient care.Todd emphasizes that CX is fundamentally about growth—unlocking wins through understanding audiences, streamlining processes, and fostering collaboration. He offers practical advice on designing for speed in today’s digital landscape, the importance of empathy, and continuous testing to improve experiences. His approach shows that customer experience is a key growth engine across industries, from healthcare to insurance.Tune in for Todd’s insights on modernizing CX, organizational change, and measuring friction to deliver shared wins. Watch the full episode on YouTube here: https://www.youtube.com/watch?v=7WG6w6HXSNg#Podcast #SpeakingFromExperience #CustomerExperience #CX #Growth #Leadership #Innovation00:00 Introduction to Customer Experience Leadership02:53 Todd Unger's Journey to CXO05:40 Defining Customer Experience08:54 The Integration of Marketing, Product, Commerce, and Service11:48 Breaking Down Silos for Growth14:59 The Tornado Funnel: Speed in Customer Experience17:38 Measuring Customer Friction and Experience20:30 The Role of Customer Experience at AMA23:51 Building a Customer-Centric Culture26:44 The Evolution of the AMA's CX Team29:37 Modernizing CX in a Legacy Institution 32:49 Empathy in Customer Experience35:43 Final Insights and Fast Five