This podcast presents seven lessons on customer experience excellence learned from the author's personal healthcare experience.

Each lesson, illustrated by a hospital scenario, is then applied to business practices, supported by statistics and research from sources like Salesforce, Bain & Company, PwC, Harvard Business Review, and McKinsey.

The core message emphasises prioritising customer needs at every stage, from initial contact to post-service follow-up, to foster loyalty and boost profitability.

Denyse concludes by offering a FREE business process audit to help companies implement these principles.