Best Customer/patient Centricity Podcasts (2024)

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#97: The Future of Customer Experience: AI and Actionable Data with Ken Peterson, President, QuestionPro Customer Experience 32:56

33m ago32:56

32:56

Ken Peterson is the President of QuestionPro’s Customer Experience Division and joined me for an enlightening conversation about the intersection of AI and CX. QuestionPro’s Voice of the Customer platform already incorporates AI in its range of products from basic surveys to complex research, customer experience and employee engagement. GenAI promi…

1
S07 E10: Astellas’ Tadaaki Taniguchi on how to challenge the status quo 28:43

1d ago28:43

28:43

In this season finale of the EMJ GOLD podcast, Isabel speaks to Dr Tadaaki Taniguchi, Chief Medical Officer, Head of Medical and Development, Astellas Pharma, about how he strives to challenge the status quo in the pharmaceutical industry. The two discuss how Tadaaki’s time as a surgical oncologist has influenced his leadership style, how collabora…

1
142. Winning the Customer Service Game - Lessons From Wall Street and The Black Jack Table | Joel Block 29:43

23h ago29:43

29:43

What if the secret to exceptional customer experiences was hidden in a deck of cards? And what if Wall Street's playbook could transform the way you serve clients? Stacy Sherman and Joel Block unpack an unexpected connection: how the strategic thinking behind blackjack and stock trading can elevate your business approach. It's not about satisfactio…

1
Customer-Centric IoT Solutions: Insights from Rently’s COO Andre Sanchez 32:02

4d ago32:02

32:02

In this episode of the “Innovators of Things” podcast, hosted by Jillian Kaplan, we dive into the fascinating journey of Andre Sanchez, the Chief Operating Officer at Rently. Join us as Andre shares his unconventional path from the world of science to becoming a key player in the IoT and proptech industry. Key Highlights: • Andre’s Journey: Andre r…

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#96 Building a CX Culture: Everence Federal Credit Union CEO and President 44:02

5d ago44:02

44:02

Imagine that you’ve been asked to lead a credit union in the middle of a worldwide pandemic. With a rich background in financial and nonprofit marketing, Kristen Heisey has been steering Everence Federal Credit Union towards new heights for the past two years. Under her leadership, the credit union has not only navigated through post-COVID challeng…

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S07 E09: Taking control of customer experience 10:55

8d ago10:55

10:55

In this penultimate episode of Season 7, Isabel and Jade sit down to discuss EMJ GOLD’s most recent features of the month – our infographic on optimising pharma’s customer experience journey and an article on how exactly to design this experience. Within the episode, the team explore how the industry may be missing out on insights gathered from HCP…

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141. How AI is Shaping the Future of Customer Interactions | Jim Payne 28:09

8d ago28:09

28:09

We're in a new era where AI is reshaping every customer interaction, transforming business models, and redefining customer experience. Companies harnessing AI now will forge unbreakable customer bonds, while those lagging behind risk obsolescence. What does this mean for your business? How can you turn AI from a buzzword into a CX superpower? Join …

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#95: Transforming the Patient Experience through Effective Communication with Rachel Hitt, MD, Medical Director of Patient Experience - Tufts Medical Center 42:31

13d ago42:31

42:31

Imagine walking into a clinic feeling anxious about a possible cancer diagnosis and leaving with all your concerns addressed, feeling genuinely cared for and understood. Unfortunately, for too many patients today, that’s simply not the case. The pressure of production goals, burned out and short-handed physicians, and an increase in administrative …

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S07 E08: ViiV Healthcare’s Harmony Garges on giving voice to people with HIV 15:32

14d ago15:32

15:32

In this week’s edition of the podcast, Isabel and Jade share an interview with Dr Harmony Garges, Chief Medical Officer, ViiV Healthcare. She speaks with Dr Jonathan Sackier, Host, EMJ Podcast, who joined us in Reuters Barcelona where we meet our guest. Together, the two discuss Harmony’s decision to join the pharmaceutical industry, how treating c…

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140. Sales Mistakes That Harm Customer Experience and How to Fix Them | David Newman 30:02

15d ago30:02

30:02

Are your sales efforts negatively impacting your customer experience? Wondering how to fix common sales mistakes that hinder long lasting relationships and referrals? In this episode of Doing CX Right, you'll learn how to transform your sales approach to achieve stronger results. Host Stacy Sherman and David Newman reveal solutions for building gen…

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#94: Improving Customer Loyalty through Martech and AI-Powered Solutions 42:08

20d ago42:08

42:08

Improving Customer Loyalty through Martech and AI-Powered Solutions Greg Kihlstrom is a best selling author with nearly 20 books on Martech and customer experience management. Greg shares fresh insights into how companies can leverage marketing technology and AI to bolster customer loyalty and satisfaction. Whether you're a C-suite executive or a m…

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S07 E07: Kyowa Kirin’s Danie du Plessis on the potential of patient partnerships 29:35

20d ago29:35

29:35

In this week’s episode, Danie du Plessis, Executive Vice President, Pharmaceutical Operations, Kyowa Kirin, sits down with the EMJ GOLD team to share the value that patient partnerships can hold in the industry. Danie explores how patient partnerships have evolved over the years, what companies should be doing to get them to their best potential, t…

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139. Breaking Company Silos: The Secret to Customer Experience Excellence | Katie Webb 31:46

22d ago31:46

31:46

Are your customers truly delighted, or are company silos preventing your understanding their unspoken desires? How can you transition from providing adequate service to delivering exceptional, memorable experiences through effective design? Stacy Sherman and featured guest Katie Webb, Head of Transformation and Innovation at Aflac, share strategies…

1
#93: Driving Superior Customer Experience with AI and Digital Transformation 42:57

27d ago42:57

42:57

Have you ever wondered how digital experience and AI can transform your customer interactions? Andrew Carothers, CCXP, a senior digital experience leader in the CX area at Cisco Systems, shared insights from this multinational leader's industry-leading portfolio of technology innovations, including networking, security, collaboration, and cloud man…

1
S07 E06: AZ’s Stefan Woxström on why without health, we don’t have anything 40:41

28d ago40:41

40:41

Tune in to the latest episode of the EMJ GOLD podcast as Isabel and Jade cross the halfway point of the season with special guest host Dr Jonathan Sackier of the EMJ podcast. In this episode, the team listen back to Jonathan's discussion with Stefan Woxström, Senior Vice President Europe and Canada, AstraZeneca at Reuters Events: Pharma 2024 in Bar…

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138. The Intersection of Brilliance and Resilience in Customer Service Excellence | Simon Bailey 27:41

29d ago27:41

27:41

Is employee disengagement hurting your business? Could the key to exceptional customer experiences be hiding within your workforce? Stacy Sherman and customer service expert Simon T. Bailey offer game-changing solutions. Discover how to create a workplace that inspires brilliance, fosters creativity, and builds resilience. Simon shares personal ins…

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Innovating with Impact: Eugina Jordan 20:44

1M ago20:44

20:44

Innovating Through Connectivity and AI: A Conversation with Eugenia Jordan In this episode of 'Innovators of Things,' host Jillian Kaplan speaks with Eugina Jordan about their journey of innovation in technology and marketing. The episode sheds light on how they met, their shared passion for rescuing dogs, and the importance of finding common groun…

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#92 Transforming Workplace Culture: Dr. James Killian on Employee Experience 50:28

1M ago50:28

50:28

Transforming Workplace Culture Through Employee Experience Dr. James Killian is an expert in the field of employee experience. He has held high-impact global leadership positions at Qualtrics, SAP, IBM, Hogan Assessment Systems, and led several startups to record growth, and he’s a professor in the Masters of Science CXM program at Michigan State U…

1
S07 E05: Sandoz’s Claire D’Abreu-Hayling on leading with love 19:54

1M ago19:54

19:54

This week, Claire D'Abreu-Hayling, Chief Scientific Officer, Sandoz, joins Isabel on the podcast to share how leading with love rather than ruling with an iron fist is the best way to get results in the pharmaceutical industry. In this episode, Claire and Isabel discuss how she fell in love with science as a child, the leadership skills she has gai…

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137. Disney's Proven Insider Tips to Elevate Your Customer Service | Dennis Snow 29:16

1M ago29:16

29:16

Imagine if your business could create the same unforgettable experiences as Disney. In this episode, Stacy Sherman uncovers Disney’s customer service strategies with Dennis Snow, a 20-year veteran of Walt Disney World. Discover how to delight your customers beyond mere satisfaction. Learn to design processes from the customer's perspective, create …

1
#91: The Science of Sticky Ideas: Crafting Memorable CX Strategies 49:07

1M ago49:07

49:07

The Science of Sticky Ideas: Crafting Memorable CX Strategies We revealed some powerful insights from "Made to Stick" by Chip and Dan Heath on my latest podcast episode with Megan Burns! We explored why some ideas thrive while others fade away, and how leaders can apply these principles to make a lasting impact. From the death of traditional butter…

1
S07 E04: How creativity and innovation are revolutionising medical education 11:10

1M ago11:10

11:10

Join EMJ GOLD for a special edition of the podcast, in which Isabel is joined by Tim Uden, Creative Director, EMJ to discuss the new frontier of medical education tools and skills. In this episode, the two explore how new technological offerings, such as interactive articles, are transforming the space for medical content – enabling content creator…

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136. Strengthening Customer Relationships: The Power of Tangible Rewards | Mark Stern 30:58

2M ago30:58

30:58

Are loyalty programs dead? Conventional wisdom says digital engagement is king, but what if the key to customer retention is a balance of digital and tangible elements? In this myth-busting episode of Doing CX Right, Stacy Sherman and Mark Stern challenge the status quo of customer relationships. They explore a counterintuitive approach that might …

1
#90: Ritz Carlton: Inside the Founder and Former President's Customer-Centric Culture 50:51

2M ago50:51

50:51

Ritz Carlton is not just a brand. It’s a brand that sets the bar for customer experience. It was an incredible honor to host one of the icons in customer experience, Horst Schulze, the co-founder and former president of The Ritz Carlton Hotel Company. We talk about his new book, Excellence Wins, and he shares insights that transcend the hospitality…

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Pride Special: J&J's Edmond Chan on the value in being your authentic self 18:18

2M ago18:18

18:18

As we approach the end of Pride month, Jade explores how the pharmaceutical industry can best support staff and patients who identify as part of the LGBTQ+ community. She talks with Edmond Chan, Senior Director, EMEA Therapeutic Area Lead, Haemato-Oncology, J&J, who shares his personal views on how the industry can improve health outcomes and encou…

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135. Curing the Healthcare Crisis: A Prescription for Better Patient Experiences | Sharon Weinstein 30:15

2M ago30:15

30:15

Are patient satisfaction scores truly capturing healthcare quality? How can we better integrate technology to enhance patient experiences? In this episode, Stacy Sherman and Sharon Weinstein tackle these questions head-on, uncovering valuable lessons from the healthcare system that apply to all sectors. Discover the importance of aligning organizat…

1
Innovating with Impact: Rob Tiffany on IoT, Mentorship, and Making Technology Work for Good 30:24

2M ago30:24

30:24

Episode Summary: In this insightful episode of “Innovators of Things,” host Jillian Kaplan chats with Rob Tiffany, a notable figure in IoT innovation. They delve into the roots of innovation, discussing whether it’s an inherent trait or cultivated skill, and explore Rob’s journey from the Navy to leading technological advancements in IoT. What You’…

1
#89: Salesforce’s Approach to Customer Success, AI, & CX 49:33

2M ago49:33

49:33

Salesforce.com is THE leader among their peers (11 straight years) in Customer Relationship Management solutions. Phil Nanus leads Salesforce’s Customer Success organization, a team of over 2000 employees. He shared invaluable insights into how Salesforce is revolutionizing customer success through innovation, trust, and technology. Here are my 3 k…

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#88: How Bilt Uses 3-D Instructions to Enrich Lives 38:47

2M ago38:47

38:47

How Bilt Uses 3-D Instructions to Enrich Lives “...Bilt's greatest usage by just sheer volume, happens literally on Christmas Eve and early, early in the wee hours of Christmas morning. And, you know, parents and grandparents and aunts and uncles there, you know, put the kids to bed and -okay, now let's go and assemble this in a bike and a play set…

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S07 E02: VML’s Nichole Davies on the good, the bad and the ugly in women’s health 33:16

2M ago33:16

33:16

With Season 7 in full swing, Isabel dives deep into the fascinating world of women’s health with Nichole Davies, Chief Strategy Officer, VML, to uncover the truth behind why women live longer but in poorer health and how the industry can incite change. In the interview, they discuss the rise of FemTech, the challenge of funding and reimbursement, t…

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134: Customer Experience Winning Plays: Lessons From Mercedes-Benz Stadium | Harry Hynekamp 29:31

2M ago29:31

29:31

Are your customers feeling like just another face in the crowd? How can you transform their experience into a personalized, unforgettable journey? In this episode, Stacy Sherman and Harry Hynekamp, former VP of Guest Experience at Mercedes-Benz Stadium, unveil the winning plays used to create fanatical customer loyalty in the stadium. Discover how …

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Navigating IoT’s Future: Insights from Warren Jackson of Dell Technologies 25:06

2M ago25:06

25:06

This week, our host Jillian Kaplan sits down with Warren Jackson from Dell Technologies to dive deep into the fascinating world of IoT (Internet of Things) and its transformative impact on industries. Join us as Warren shares his extensive experience in the IoT space, reflecting on its evolution over the past decade and discussing the nuances betwe…

1
#87: Empathy-Driven Leadership 44:19

2M ago44:19

44:19

CX leaders are faced with one of the most difficult challenges in their organization. They have small teams and limited positional authority and therefore need the support of others to make progress. Patty Soltis, CCXP, shares her wisdom from decades of experience leading change in great brands like Neiman Marcus, Lord & Taylor, The Moffitt Cancer …

1
S07 E01: Almirall's Mercedes Diz on dreaming big and testing your limits 15:39

2M ago15:39

15:39

The GOLD podcast is back and better than ever! Tune in as Isabel and Jade unveil GOLD's new brand identity 'EMJ GOLD' and enter Season 7 with new energy, new insights and on camera for the first time! But who is the season's first guest? Meet Mercedes Diz, Chief Marketing Officer, Almirall, who spoke to Jade at the Reuters Pharma 2024 event in Barc…

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133. The Ripple Effect: How Employee Experience Impacts Customer Loyalty & Referrals | Dan Goodman 28:42

3M ago28:42

28:42

How does employee experience impact customer referrals and brand reputation? Disgruntled former employees sharing negative experiences can deter potential customers, causing revenue loss and reputational damage. This insightful episode uncovers the critical connection between employee treatment and customer advocacy. Stacy Sherman and employee advo…

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#86: The Power of Social Identity on CX with Professor Gary David 43:41

3M ago43:41

43:41

Do we make buying decisions as individuals or individuals who are part of a group? The answer may surprise you. Gary David, PhD is a Professor of Sociology and Experience Design at Bentley University. Dr. David has been researching sociology and its intersection with the business world for several decades. His findings challenge the status quo when…

1
Is it time to retire the term "IoT"? 24:21

3M ago24:21

24:21

Join us as Adrian Valenzuela, IoT expert and Senior IoT Specialist at Software AG, takes us through the transformation of IoT from its early conception to its current state. He shares valuable lessons on innovation, practical IoT use cases, and adapting to technology's rapid evolution. Key highlights from the episode: Embracing imperfection in inno…

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#85: The Science of Brand Love 45:24

3M ago45:24

45:24

The Science of Brand Love What makes brands like Apple and Nike not just recognized, but truly loved. Dr. Ahuvia’s book, The Things We Love, explains the psychology behind brand love, and it has been named by Amazon as a “best business book.” He conducted the first scientific studies of brand love some 30 years ago and continues to lead research on…

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132. Building Lasting Customer Relationships: 5 Proven Tactics with Stacy Sherman 14:53

3M ago14:53

14:53

Are you struggling to build lasting customer loyalty? Discover proven strategies on this episode of Doing CX Right. Host Stacy Sherman reflects on an enlightening conversation with marketing legend Seth Godin. Unpack five actionable strategies that can transform customer retention and drive scalable growth. Learn why serving the right customers, cr…

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#84: Leading Change by Leveraging Trust with Charles H. Green 48:32

3M ago48:32

48:32

In today's fast-paced networked economy, professionals (especially CX pros) must work harder than ever to maintain and improve their business skills and knowledge. But technical mastery of one's discipline is not enough and that’s why Charles H. Green co-authored the Trusted Advisor (and the recently published the 20th Anniversary edition). The key…

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131. Customer Service and Culture Lesson From LinkedIn’s Sam Stern 33:26

3M ago33:26

33:26

You likely know the importance of a customer-centric culture, but how do you effectively implement and gauge its success? Stacy Sherman and guest Sam Stern, Senior Manager of CX at LinkedIn, answer these questions and more, including why prioritizing customer needs enhances satisfaction, how Bright Spot Analysis can refine your CX efforts, and whic…

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Beyond the Blueprint with Cellular IoT: Dennis McCain (AT&T) 31:17

3M ago31:17

31:17

Host: Jillian Kaplan, Dell Technologies IoT leader, seasoned expert in technology and innovation Guest: Dennis McCain, IoT Lead at AT&T, author of "Implementing Cellular IoT Solutions for Digital Transformation" Episode summary: Jillian Kaplan talks with Dennis McCain about the transformative power of IoT, debunking the myth that innovation needs t…

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#83: Lessons from Taylor Swift About How to Create Superfans with Brittany Hodak 50:41

3M ago50:41

50:41

Lessons from Taylor Swift About How to Create Superfans with Brittany Hodak Have you ever wondered why some celebrities create a swarm of superfans that become lifelong advocates for them (and others, not so much)? My guest on this episode of the Delighted Customers Podcast worked her way up from radio station mascot to the head of a marketing agen…

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130. Seth Godin on AI, CX, and the Future of Customer Service 35:32

3M ago35:32

35:32

Did you know that "Customer service is free" and that "authenticity is radically overrated"? You might be wondering, what do these provocative claims mean? Uncover these truths in an informative episode of Doing CX Right, where host Stacy Sherman and Marketing genius, Seth Godin challenge traditional notions of customer experience. They break down …

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#82: The Role of Qualitative Research in Experience Design with Jennifer Ashman, Principal, CX Amplified 46:05

4M ago46:05

46:05

Jennifer Ashman is a CX thought leader and experience design expert. She has been in the field for over two decades and is a Professor of Practice at Michigan State University, where she teaches Experience Design in the Master's Degree program in Customer Experience Management. Jennifer shares some real world examples to help make the conversation …

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129. Improving Customer Service and Retention - The DARMA™ Method | Dave Seaton 28:36

4M ago28:36

28:36

Ever feel like you're losing customers as fast as you gain them? Wondering how to stop this 'leaky bucket' scenario? Join Stacy Sherman and guest Dave Seaton on the Doing CX Right podcast as they explain the DARMA™ method --a proven approach to sealing those leaks by improving how you interact with customers throughout their journey. You'll learn h…

1
#81: Strategies for making cx your growth engine 41:20

4M ago41:20

41:20

You’ve just been hired as the Chief Experience Officer to run a financial services firm. What are the keys to driving sustained success? Join CXO Eric Smuda share his insights on the keys (and the challenges) to leading successful change by driving outstanding customer experiences. My favorite quote from Eric? “If you’re not using CX as your growth…

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128. Affordable Customer Service Strategies - Classroom to Startup Business | Monica Amadio 30:53

4M ago30:53

30:53

What role does academia play in shaping customer experience? How does CX impact the education industry? What are ways entrepreneurs can implement successful customer service strategies with few resources? This episode provides answers and actionable insights from Stacy Sherman and Dr. Monica Amadio. You'll hear how AI can transform education while …

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#80: Designing Experiences that drive loyalty 51:44

4M ago51:44

51:44

How can you design experiences to drive customer loyalty? Kevin Budelmann is an Experience Design expert, a professor at both Michigan State and Northwestern Universities, and authored Brand Identity Essentials. He brings over a quarter-century shaping design, strategy, and brand experience. We explore the converging paths of behavioral economics, …

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127. Customer Loyalty: From Impressed to Obsessed For ROI Growth | Jon Picoult 31:21

4M ago31:21

31:21

Are you struggling to turn satisfied customers into brand loyalists? Discover how to shift from merely impressing to creating customer obsession in this episode of Doing CX Right. Join host Stacy Sherman and guest Jon Picoult as they reveal how crafting standout experiences can accelerate ROI growth. They explain innovative ways to build emotional …

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Customer/patient Centricity Podcasts

Podcasts Worth a Listen

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