In this episode of the CX Matters podcast, hosted by Cole Lyons and produced by the American Journal of Healthcare Strategy, special guest Nick Destefano shares insights from his extensive background in employee experience (EX) and its impact on patient experience (PX). Nick discusses his journey from studying organizational leadership to working in higher education and eventually transitioning into the healthcare industry. He emphasizes the importance of creating a psychologically safe work environment, redefining leadership by empowering employees, and establishing meaningful reward and recognition programs. Learn how fostering a positive employee experience can drive better patient outcomes and discover actionable strategies for transforming organizational culture. 00:00 Introduction and Guest Introduction 00:50 Nick's Educational Background and Early Career 02:50 Transition to Healthcare and Impact of COVID-19 04:32 Importance of Employee Experience in Patient Care 07:33 Redefining Leadership and Empowering Employees 13:32 Creating a Culture of Psychological Safety 16:21 Practical Steps for Improving Employee Experience 18:25 Challenges and Solutions in Leadership Development 24:45 Final Thoughts and Contact Information