CX Pulse Check - April/May 2024

Discover the future of customer experience as we tap into the wisdom of industry leaders who are redefining the landscape. In this CX Pulse Check, Jeannie Walters asked CX leaders at CXPA CX Leaders Advance and Qualtrics X4: The Experience Management Summit what we should have our finger on the pulse of when it comes to customer experience today. We're peeling back the layers of integrated strategies and customer-first culture, offering you unique perspectives that could very well shape your next move in the world of customer experience.Suraj 'SUV' Venkitachalam from Cisco emphasizes the untapped potential within the data we already possess. Karen Lynch from Greenbook dissects the evolving role of CX within the corporate structure. Maggie Gentry from Community Health Network and Alpa Vyas from Stanford Healthcare talk about the transformative journey of patient experience. Jignesh Shah from Blackhawk Network chimes in on the art of memorable customer feedback, while Lorraine Schumacher, CX Executive Advisor, and Karyn Furstman of CustomersFurst bring us back to basics, reminding us of the importance of fundamental standards in the era of AI. And last, but not least, Tabitha Dunn from Hitachi chats with us about customer-centered growth.We're connecting the dots between CX metrics and tangible business outcomes like retention and referrals, ensuring that you walk away with actionable insights for driving loyalty and value.Guest List:Tabitha Dunn, CCXPHead of Global Customer Experience and Sales Technology at HitachiLinkedIn: https://www.linkedin.com/in/tabithadunn/Karyn Furstman, CCX, CCXP, XMPCEO & Chief Experience Officer at CustomersFurstLinkedIn: https://www.linkedin.com/in/karynfurstman/Lorraine Schumacher, CCXPCX Executive AdvisorLinkedIn: https://www.linkedin.com/in/lorraine-schumacher-ccxp-145b6150/Jignesh ShahVP of Products & GTM leader at Blackhawk NetworkLinkedIn: https://www.linkedin.com/in/jshahdc/Maggie Gentry, CPXPDirector of Experience Analytics at Community Health NetworkLinkedIn: https://www.linkedin.com/in/maggie-gentry-chnw/Suraj 'SUV' Venkitachalam Senior Director, Customer Voice Strategy & Execution at CiscoLinkedIn: https://www.linkedin.com/in/surajsuv/Alpa VyasSenior Vice President, Chief Patient Experience & Operational Performance Officer at Stanford Health CareLinkedIn: https://www.linkedin.com/in/alpa-vyas-healthcare/Karen LynchHead Of Content at GreenbookLinkedIn: https://www.linkedin.com/in/karenmlynch/Access our CX resources at experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

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