PODCAST · business
Transforming Experiences
by Medallia, Toni Land, Rich Schwartz, Kristi Roe
In this podcast series, we will share what is top of mind for leaders across several industries including Healthcare and Life Sciences (HLS) and Retail, Restaurants, and Grocery (RRG) and the decisions they are making to transform experiences for today and tomorrow. The purpose of this series is to arm you with learnings, insights, and recommendations for driving change within your organization.
Episodes
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(Healthcare and Life Sciences) How to Quickly Incorporate Member Feedback and Change Company Culture
Co-host Alexandra Archer interviews Steven Carleton, the Vice President of Customer Experience at Premera Blue Cross, on how he is approaching the overall customer experience in the medical insurance industry. Steven has been working hard to improve the user experience at every level, and he’s in...
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(Retail, Restaurants, and Grocery) Surviving the Perfect Storm of Black Friday in 2021
Your hosts Zack Hamilton and Mike Debnar sit down to talk about the upcoming perfect storm happening in retail and that’s Black Friday. For many retailers, this is like The Super Bowl. However, there is significantly less labor working than there was this time last year. We still have COVID-19…
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(Retail, Restaurants, and Grocery) Will Back-to-School Shopping Resume This Year?
Your hosts Zack Hamilton and Mike Debnar sit down to talk about the latest data and research happening in the retail space and what retailers should expect when it comes to back-to-school shopping. Will it happen this year or is it canceled due to COVID-19? Parents are on the fence, which could...
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(Heathcare and Life Sciences) Knowing the Real Power of Inclusion
René Carayol is the Executive Vice President of Environment, Social & Governance at Medallia. René is an internationally renowned speaker, advisor, and author on diversity, leadership, and culture. Today, René talks about something very dear to his heart - inclusion. How can organizations be more...
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(Retail, Restaurants, and Grocery) The Passion Behind Brand Affinity & What It Takes to Build Loyal Customers
Welcome to the first episode of Transforming Experiences in Retail, Restaurants, and Grocery! A podcast series that dives into improving the customer experience in retail and the latest innovative strategies that improve customer satisfaction. For this first episode, your hosts Zack Hamilton and...
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(Healthcare and Life Sciences) Providing Mental Health Support for Frontline Healthcare Professionals
Erica Rubinstein is the Vice President of Service Excellence and Patient Experience at Mount Sinai Health System. Mount Sinai is one of the oldest and largest teaching hospitals in the U.S. As they are located in New York City, they were the first to receive an uptick of COVID-19 patients at a…
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(HLS) Measuring Your Impact on Patient Lives: A Deep Dive Into NPS
Fred Reichheld, best known for creating the Net Promoter System℠ (NPS®), is a Fellow at Bain & Company. At Bain, he founded the company’s loyalty practice, which helps companies achieve sustainable results through improved customer and employee loyalty. He is a New York Times best-selling author...
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(HLS) Improving Patient Experience and Loyalty with Net Promoter Score (NPS)
What You’ll Learn: The importance of Net Promoter Score. How to accurately measure customer loyalty. The benefits of NPS and how it makes you stand out. How to truly embody exceptional service throughout your facility. Key Takeaways: What is NPS and how does it work? [2:26] How to use your...
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(HLS) Closing the Health Disparity Gap in Your Community
What You’ll Learn: How organizations should address health disparities. Community zip codes and the differences in the quality of healthcare received. The proper communication channels for feedback and outreach across various communities. Why trust is a critical piece in narrowing the health...
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(HLS) Bringing Well-Being and Mental Health to the Forefront
What You’ll Learn: The importance of well-being. Why boards are having well-being conversations, and what they’re doing about it. Impacts of COVID-19 and burnout. Ways to successfully implement well-being practices into your organization. Key Takeaways: Show introduction [0:30] About Dr. Jenike...
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(HLS) Creating Standardized Processes in Healthcare To Build Championship Teams
Key Takeaways: Must haves for supporting quality improvement: active and engaging leadership, results-driven governance structure, strategic alignment, proven approach, great incentives, and data driven mindset. It’s the process then the outcomes Process improvements is a journey Jarvis shares…
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(HLS) Why Experiences Matter and What Leadership Looks Like During a Crisis
Key Takeaways: Rich, Kristi, and Toni are passionate about the ability to impact the lives of others as they share how their early career decisions landed them where they are today. Experiences matter in Healthcare and Life Sciences. COVID tested organizations’ ability to innovate in a short...
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Welcome to Transforming Experiences
Welcome to Transforming Experiences in Healthcare and Life Sciences where we share what is top of mind for leaders across Healthcare and Life sciences and the decisions they are making to transform patient experiences for today and tomorrow. Transcript: Do you know what defines the patient...
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ABOUT THIS SHOW
In this podcast series, we will share what is top of mind for leaders across several industries including Healthcare and Life Sciences (HLS) and Retail, Restaurants, and Grocery (RRG) and the decisions they are making to transform experiences for today and tomorrow. The purpose of this series is to arm you with learnings, insights, and recommendations for driving change within your organization.
HOSTED BY
Medallia, Toni Land, Rich Schwartz, Kristi Roe
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Frequently Asked Questions
How many episodes does Transforming Experiences have?
Transforming Experiences currently has 13 episodes available on PodParley. New episodes are automatically indexed when they're published to the podcast feed.
What is Transforming Experiences about?
In this podcast series, we will share what is top of mind for leaders across several industries including Healthcare and Life Sciences (HLS) and Retail, Restaurants, and Grocery (RRG) and the decisions they are making to transform experiences for today and tomorrow. The purpose of this series is to...
How often does Transforming Experiences release new episodes?
Transforming Experiences has 13 episodes. Check the episode list to see recent publication dates and frequency.
Where can I listen to Transforming Experiences?
You can listen to Transforming Experiences on PodParley by clicking any episode. We provide an embedded audio player for direct listening, and you can also subscribe via your preferred podcast app using the RSS feed.
Who hosts Transforming Experiences?
Transforming Experiences is created and hosted by Medallia, Toni Land, Rich Schwartz, Kristi Roe.
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