Clued In Podcast with Lou Carbone

Lou’s guest arrived at Fairview Health Services as President and CEO five years ago. The system was facing major challenges and had been through a string of CEOs with much of the time filled by Board Chairs while in search of a new President and CEO. James has led the team creating a stronger affiliation and partnership with the University of Minnesota, Rebranding as M Health Fairview, acquisition of Health East (another twin cities healthcare system), rebranding, and innovation. 

All despite the Pandemic, he shares what that’s like and the importance of focusing the institution and on its reason for being. Be certain to hear this inspiring story on leadership in tough times. It applies to everyone no matter where you sit in an organization. 

Prior to joining Fairview, James served as chief operations officer at Stanford Health Care. Previous roles include chief operations officer at the Palo Alto Medical Foundation and a series of leadership roles with the Group Health Care Delivery System. 

James holds bachelor's and master's degrees in mathematics from Montana State University. He has taught courses with Stanford University’s Graduate School of Business, University of Washington’s Master of Health Administration program and The Ohio State University’s Master of Business Operations Excellence program. He is a frequent writer and presenter on the topic of lean management systems and transformation. 

A Perspective on Employee Impact:

The difference employees make when they do more than just doing enough to not get fired. The critical nature of employees who give of themselves to make a difference. Employees that give of themselves to make a difference and view their calling as more than transactional in nature are the critical key to defining the role and importance of employee mindset.

An expression of gratitude to all who go above and beyond by giving of themselves to make a difference in the experiences we live through.

There are some basic principles put forth on unleashing the power of the spirit of volunteerism as outlined by University of Pennsylvania professor Adam Grant. Grant has done very extensive research regarding the construct of employee volunteerism. 

Whatever you do, you don’t miss this podcast with Lou’s special quest, Dr. Kevin B. Churchwell, MD, the President and Chief Executive Officer of Boston Children’s Hospital. 

Dr. Churchwell provides leadership, vision, and oversight for a team that’s dedicated to improving and advancing child health through their life-changing work in clinical care, research and innovation, medical education, and community engagement.

Since joining Boston Children’s as its Executive Vice President of Health Affairs Chief Operating Officer in 2013, Dr. Churchwell has been instrumental in leading the hospital’s work to become a High Reliability Organization, one where zero avoidable harm impacts any patient, family member, or employee. He has brought to Boston the same passion for enhancing the patient family experience that defined his tenure as CEO of both Nemours/Alfred I. duPont Hospital for Children in Wilmington, DE, and Monroe Carell Jr. Children's Hospital, part of the Vanderbilt University Medical Center in Nashville, TN.

Dr. Churchwell oversaw an instituted Patient and family efforts well before it’s popularity. His vision, foresight and human compassion is self-evident.

An advocate for equity, diversity and inclusivity, Dr. Churchwell is responsible for establishing three of the 11 Offices of Health Equity and Inclusion at hospitals across the U.S. and Canada, including the Office at Boston Children’s, which he founded in 2016. 

With the publication of Boston Children’s own Declaration for Equity, Diversity and Inclusivity in 2020, Dr. Churchwell has committed to the work required to make Boston Children’s a community that’s made stronger by our differences, and a leader in equity for all.

Please be sure to join Lou, subscribe and share this critical podcast where he discusses the construct of “Digimanity”. The critical nature of human connection. With apologies to Neil Young... My, my, Bricks and Mortar with never die. There’s more to it that meets the eye, Lou explores the challenges in telemedicine, retail and technology.

Technology will constantly change but basic human needs on deep unconscious levels will not.
The need for understanding human experience and maintaining high touch, high tech id paramount in the age we live in. Technology is a tool and not the total experience.

WOW! You don’t want to miss this episode of Clued In: with Lou Carbone. Lou discusses a critical
issue impacting businesses, the workforce and recovery from the Pandemic and the complexities of Employee Experience.

Customer’s co-produce experiences that impact Employee Experience. Lou calls for action to
urge Experience Management Professionals to evaluate the situation and begin to address
critical issues. 

Please be sure to subscribe to Clued In with Lou Carbone. Lou brings an issue forward that is lurking in the background and perhaps overlooked that needs to be a priority... dealing with the effect on employees as a result of Customer Incivility.There are a wide range of customer incivilities that are impacting the workforce.

Look for a live webinar Lou will be hosting on the subject. 

Is it time to take an honest and look at and evaluation of where each individual, firm or brand self assess where the world of CX is and where it needs to go? In this episode Lou urges a time to self evaluate the state of the industry and where the industry is and what we need to be thinking about regarding the future.

He expresses sincere thoughts, feelings and fears about the potency of efforts in the space and the great opportunities ahead. He wholeheartedly and passionately urges us to look deeper, self evaluate and help create the future. The podcast is an urgent message to inspire and direct the progression and enhanced implant in the practice of experience management.

The intense value of self evaluation and professional direction is indisputable in enhancing the impact you can make in experience management efforts.

In this episode of Clued In: with Lou Carbone, Lou discusses critical learnings in the science of “Emotional Clutching Power” inspired by Experience Engineering’s work with Lego® as a client over the years.

Share in the insights that were inspired by the engineering genius that engaged science one of the world’s most beloved brands. How can Experience Management Professionals’ benefit from those insights? Tune in, subscribe and share in the distinctive perspective.

In this episode of Clued In with Lou Carbone, Lou’s guest is Bill Staikos, who just recently left years of working on CX in financial services to take a position as SVP, Industry Solutions at Medallia. Lou and Bill have a practical discussion around Bill’s journey to his new position. Most critically they discuss the impact and utilization of experience management technology tools that can significantly create greater impact on creating navigation for managers and employees.

The key take away from this session is the a practical understanding of how to drive action inside an organization with technological optimization to impact financial performance. Making data an actionable tool is essential in driving financial returns of CX investments.

In this episode of Clued In, Lou is joined by Lani Lorenz Fry, Brand Experience Leader and former Manager, Brand Experience, Visitor Attractions, and Corporate History at John Deere.

Lani shares her experiences working at John Deere when improving brand required a larger view of customer and employee experience. The result of the work was so successful, it not only garnered attention from John Deere leadership and staff but was also a subject covered in Chip Heath and Dan Heath’s book ‘The Power of Moments’. What a wonderful example of how creating a distinctive experience can elevate a brand!

In this episode of Clued In, Lou sets up a portion of an unreleased portion of the interview with Angelo Lombardi, former COO of LaQuinta Hotels, Cura Cannabis Solutions, and Sentia Wellness.

This portion of their conversation went much deeper than anticipated and deserved its own episode…the topic of tipping and the impression it creates. Join Lou and Angelo as they go beyond percentages and provide ideas to ponder if you are in the hospitality industry.