Лучшие подкасты про Customer/patient Centricity (2024)

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#107 Strategy Meets CX: A Conversation with Seth Godin on 'This is Strategy' 32:48

3d ago32:48

32:48

Seth is a legendary thinker and marketer known for challenging conventional wisdom. In this episode, he dives into his latest book, This is Strategy, offering fresh perspectives on how to craft and execute a powerful strategy in today’s fast-changing world. Beyond just strategy, Seth explores the crucial connection between strategy and customer exp…

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S08 E05: ARS' Richard Lowenthal on his mission to transform allergy care 21:04

5h ago21:04

21:04

In the latest episode of our podcast, we welcome Richard Lowenthal, CEO, ARS Pharmaceuticals, to explore the company’s mission to address unmet needs in allergy care. During the conversation, Richard shares insights into his early career at the FDA and the regulatory challenges he faced in bringing ARS’s new nasal spray to treat severe allergic rea…

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#106: Avoiding the Metric-Centric Trap 28:47

10d ago28:47

28:47

Raj Sivasubramanian has served as a CX leader in great brands like AirBnB, eBay, Verint, and Bain and now leads the journey management practice at QuestionPro. He's a Professor of Practice at Michigan State University in the CXM Masters of Science Degree program. He’s worked with some of the most successful brands and joined us to share insights ab…

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S08 E04: Astellas’ Martina Dempsey on achieving equal footing for women in pharma 29:07

12d ago29:07

29:07

In the latest episode, Jade sits down with Martina Dempsey, Vice President of Commercial Strategy and Operations at Astellas Europe, to discuss empowering women in the pharmaceutical industry. They explore how pharma meets the needs and values of young graduates, the ongoing challenges women face in securing leadership roles, the critical impact of…

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#105 In the Shoes of a Cancer Patient: Loretta Muss on Advisory Councils, Burnout, and Personalizing Patient Care 39:33

17d ago39:33

39:33

Customer Experience Management takes on an entirely different context when you or a loved one gets a cancer diagnosis. As you'll hear from my guest on this episode, the healthcare system is broken in many ways. UNC is starting with a better way to listen. Loretta Muss, coordinator of the Patient and Family Advisory Council (PFAC) at the North Carol…

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S08 E03: World Mental Health Day with Boehringer Ingelheim’s Nedim Pipic 24:24

19d ago24:24

24:24

In this episode, Isabel is joined by Nedim Pipic, Senior Vice President and Global Therapeutic Area Head for Mental Health, Boehringer Ingelheim, to mark World Mental Health Day on 10 October 2024. Their conversation dives into the unique challenges faced by those living with serious mental illnesses, the impact of media representation and the role…

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#104: Common Barriers to CX Success and How to Overcome Them 31:33

24d ago31:33

31:33

Cyndi Lyon is the VP of Customer Experience and Strategy at Otava. She's a Certified Customer Experience Professional and earned her Master of Science in Customer Experience Management from Michigan State University. In this episode, she broke down some of the key barriers that get in the way of building a successful customer experience management …

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S08 E02: ViiV Healthcare’s Jean-Bernard Simeon on ending the HIV epidemic 27:41

25d ago27:41

27:41

This week, Jean-Bernard Simeon, Senior Vice President and Head, ViiV Healthcare Europe, sits down with the EMJ GOLD team to share his thoughts on the current landscape for patients with HIV in Europe. Together, JB and Jade explore the UNAIDS roadmap to end the HIV epidemic by 2030, the barriers faced by people living with HIV in Europe, stigmas sti…

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#103: Using Data Visualization to Get Executive Buy-In 33:14

1M ago33:14

33:14

One of the major problems that data visualization solves is the need for quick and clear communication of complex insights, particularly to time-constrained executives. It’s about storytelling with data…but how? With her extensive expertise in data analytics and digital transformation, Katie Manty, a professor at Michigan State University’s Custome…

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S08 E01: Moderna’s Chantal Friebertshäuser on improving vaccine confidence 25:48

1M ago25:48

25:48

The EMJ GOLD podcast is back! In the first episode of season 8, Jade sits down with Chantal Friebertshäuser, Senior Vice President and General Manager, EMEAC, Moderna, to discuss how Europe can combat the recent erosion of trust in vaccines. Together, the two explore the role of governments in addressing vaccine hesitancy, improving vaccine educati…

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Engineering the Future: Heath Marvin on IoT, AI, and Solving Big Problems 26:36

1M ago26:36

26:36

In this episode of Innovators of Things, host Jillian Kaplan sits down with Heath Marvin, the head of engineering at Very Technology, to explore his extensive career in the IoT (Internet of Things) space. Heath shares his journey from working on semiconductors and touchscreens in the early 2000s to leading product development for companies like Sim…

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#102: Compassionomics: The Revolutionary Scientific Evidence That Caring Makes a Difference 52:49

1M ago52:49

52:49

A 34-year-old man fighting for his life in the intensive care unit is on an artificial respirator for over a month. Could it be that his chance of getting off the respirator is not how much his nurses know, but rather how much they care? A 75-year-old woman is heroically saved by a major trauma center, only to be discharged and fatally struck by a …

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Season 7 highlights: GOLD Medal Moments 11:55

2M ago11:55

11:55

The new season of the podcast is only a week away, so before we get started – why not have a listen to some of the best bits from Series 7? From a deep dive into women’s health to why the industry thrives on a little healthy competition, there’s plenty to discover in last season’s highlights. As well as the EMJ GOLD team’s analysis of the key theme…

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#101: CX-PRO - Beyond the Basics: Book Review with the Editor 27:25

2M ago27:25

27:25

Karl Sharicz is back with his follow-up to CX-PRO, featuring advanced insights from a global lineup of 16 CX thought leaders. (Yes, I’m thrilled to be one of them!) This book highlights the power of collaboration in the CX community, bringing together practitioners, consultants, and educators. It emphasizes human-centered design, a commitment to qu…

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#100: Watermark’s CX ROI Study: Proving Its Value to Executives and Skeptics 44:02

2M ago44:02

44:02

Jon Picoult, bestselling author and CX thought leader was my first guest in 2022 when The Delighted Customers Podcast launched. He was gracious enough to come back for episode 100 to talk about his His landmark study on the ROI of customer experience is one of the most widely cited pieces of research in the industry. Jon sheds light on the groundbr…

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Gourmet CX & EX: Secrets from a Michelin-Starred Restaurateur ft Alain Kerloc'h, OX Belfast 54:05

2M ago54:05

54:05

Alain Kerloc’h is a renowned restaurateur and sommelier who co-owns the acclaimed, Michelin-star, OX restaurant in Belfast, Northern Ireland. He has founded and managed various influential eateries including two of the best restaurants in the world; l’Arpège in Paris and Mirazur in Menton. 🍷🍴Join us for a Michelin-star insights experience!🍴🍷 As a 1…

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Genomics: From co-development to go-live—Inside Penn Medicine and Sectra's genomics journey 34:49

2M ago34:49

34:49

How do leading institutions bring innovative genomics solutions from concept to reality? Dr. Salvatore Priore, Assistant Professor at Penn Medicine, and Fredrik Lysholm, General Manager of Genomics IT at Sectra, discuss co-developing and implementing a cutting-edge genomics solution. Learn how this collaboration advances integrated diagnostics, enh…

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#99: From Helping My Deaf Parents to Revolutionizing Customer Experience with AI 43:00

2M ago43:00

43:00

In the episode, Guy Shalom, the CEO of Glassix, shared the personal story behind the company's inception. Glassix began as a solution to a personal challenge: both of his parents have the same disability, which made effective communication challenging. This experience inspired Guy to develop a solution that could improve communication not only for …

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#98: Trust in CX: Lessons from the Executive Assistant to Ronald Reagan 46:53

2M ago46:53

46:53

Trust in CX: Lessons from the Executive Assistant to Ronald Reagan In the latest episode of the Delighted Customers podcast, Peggy Grande shares her fascinating journey from a regular middle-class family to becoming the executive assistant to President Ronald Reagan. From her unlikely selection to be the executive assistant for Ronald Reagan to her…

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Transforming Patient Experience: Behind Every Number Is a Person w/ Healthscope's Anita Hodge 53:15

2M ago53:15

53:15

💟 Transforming Patient Experience: Join Anita Hodge, National Manager of Patient Reported Experience and Outcomes at Healthscope as she shares over 20 years of powerful insights into crafting unforgettable human experiences and dramatically improving patient outcomes on Trust Builders podcast. Behind every number, there’s a person! 👀Prepare to be c…

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#97: The Future of Customer Experience: AI and Actionable Data with Ken Peterson, President, QuestionPro Customer Experience 33:08

2M ago33:08

33:08

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…

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

2M 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…

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

3M 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

3M 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

3M 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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#95: Transforming the Patient Experience through Effective Communication with Rachel Hitt, MD, Medical Director of Patient Experience - Tufts Medical Center 42:31

3M 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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The Heart of CX: Human-Centric Strategies for Transformative Customer Experiences with Fabiola Corvera-Stimeling 47:37

3M ago47:37

47:37

Meet Fabiola Corvera-Stimeling, a trailblazer in digital transformation and customer experience leader with over two decades of success spanning roles in financial services and healthcare alongside manufacturing, professional sports teams, and not-for-profit organisations. As a master of human-centric, emotion and trust-based strategies, Fabiola or…

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

3M 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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#94: Improving Customer Loyalty through Martech and AI-Powered Solutions 42:08

3M 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

3M 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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#93: Driving Superior Customer Experience with AI and Digital Transformation 42:57

3M 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…

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

3M 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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Innovating with Impact: Eugina Jordan 20:44

4M 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

4M 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…

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