Kevin Seaman, Patient Experience Manager at Mediclinic South Africa, shares the catalysts for their patient-centric change journey, what it takes to engage ~17,000 employees, and his tips for success.

Decoding the Customer is a customer experience podcast created and produced by Julia Ahlfeldt, CCXP. Julia is an author, speaker and business advisor. Originally from the USA, she is now one of Southern Africa's foremost experts in customer experience management. For more information about Julia's services, click here. To hear other episodes of Decoding the Customer, click here.