Navigating the Customer Experience

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Maggie Peña is the Chief Experience Officer at Interlace Health (the next generation of FormFast), a 30 year old privately held healthcare IT firm that delivers scalable and cost-effective forms automation and eSignature solutions for healthcare organisations. She brings 22 years of experience in IT to her role and leads one third of Interlaces Health’s employees. 

With a fierce focus on customer satisfaction and retention, Maggie created and built Interlace Health's customer support team and its customer implementation strategy, she built out the company's fully Spanish-speaking team for project implementation, and ongoing customer support, and she has managed the company's managed services program to create efficiencies for customers. She believes in a proactive approach to customer service, and it shows with happy and successful customers. Under Maggie's leadership, Interlace Health currently has a 97.4% customer retention rate. 

Maggie serves as a co-leader for the HIMSS Clinician Burden Reduction Task Force and was recently named Becker’s 2023 Women in Health IT to Know list.

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Herb Cogliano leads his own advisory practice leveraging the Scaling of Performance Platform, described in Verne Harnish’s award-winning book, Mastering the Rockefeller Habits-Scaling Up. As a Business Coach, experience CEO Scaling Up Practitioner, and Professor of the Scaling Up Masters Business Course, he has learned first-hand what it takes to overcome many business challenges.

Herb is pursuing his passion of working with leaders of growth companies to achieve more freedom by helping them create industry leading strategies, a culture of accountability, flawless execution, along with a healthy cash flow within their organizations.

Herb was formerly CEO of Sullivan and Cogliano Designers, a 53 year privately held family owned Technology Staffing and Workforce Solutions firm who joined a select group of companies that have appeared on the Inc. 5000 Fastest Growing Company list multiple times. His firm was a Multiyear recipient of the Boston and South Florida Business Journal Best Places to Work Award. This honour recognizes Sullivan and Cogliano achievements for changing the business landscape in creating a positive work environment that attracts and retains employees through a combination of employee satisfaction, working conditions and company culture.

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Peter C. Yesawich is Chairman of Hospitable Healthcare Partners, LLC - a marketing consultancy serving hospitality and the healthcare industry clients - and Vice Chairman Emeritus of MMGY Global, one of the country's leading marketing communications companies renowned for its strategic thinking, breakthrough creativity, and innovation in marketing practice. 

Yesawich has contributed to the development of marketing programs for some of the industry's most popular brands, destinations and organizations including: Fairmont Hotel & Resorts, Hilton International, Disney Parks & Resorts, Universal Studios, Atlantis, The Broadmoor, Sandals Resorts, Wynn Las Vegas, Marriott Vacation Club International, the Mexico Tourism Board, and the U.S. Olympic Committee, to name a few. 

He is co-author of Marketing Leadership in Hospitality and Tourism, and the new book, Hospitable Healthcare: Just What the Patient Ordered!  

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Peter C. Yesawich is Chairman of Hospitable Healthcare Partners, LLC - a marketing consultancy serving hospitality and the healthcare industry clients - and Vice Chairman Emeritus of MMGY Global, one of the country's leading marketing communications companies renowned for its strategic thinking, breakthrough creativity, and innovation in marketing practice. 

Yesawich has contributed to the development of marketing programs for some of the industry's most popular brands, destinations and organizations including: Fairmont Hotel & Resorts, Hilton International, Disney Parks & Resorts, Universal Studios, Atlantis, The Broadmoor, Sandals Resorts, Wynn Las Vegas, Marriott Vacation Club International, the Mexico Tourism Board, and the U.S. Olympic Committee, to name a few. 

He is co-author of Marketing Leadership in Hospitality and Tourism, and the new book, Hospitable Healthcare: Just What the Patient Ordered!

Questions

•  Could you share a little bit about your journey?

•  Have you seen any common themes as it relates to customer service delivery on the part of the service provider that you think is universal to both areas?

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Michelle MacCarthy is Global Vice President of Customer Experience at Unit4. In her role, Michelle leads a talented team of professionals, is responsible for ensuring the maximum adoption of and customer satisfaction with Unit4’s offerings and is accountable for leading the transformation of Unit4’s customer experience strategy that enables the customer success evolution. 

Michelle earned her B.S in Marketing from Miami University in Ohio, and her Executive MBA in Global Management from Fordham University in New York.

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Adam Bryant is a Senior Managing Director and Partner at the ExCo Group, where he works with hundreds of senior leaders and high-potential executives. As the creator and former author of the iconic “Corner Office” column in The New York Times, Bryant has mastered the art of distilling real-world lessons from his hundreds of interviews and turning them into practical tools, presentations and exercises to help companies deepen their leadership benches and strengthen their teams. 

He also works with executive leadership teams to help drive their transformation strategies based on a best practices framework he developed for his widely praised book, THE CEO TEST: Master the Challenges That Make or Break All Leaders.

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CJ Stratte is a highly accomplished female entrepreneur, currently serving as a CEO and President of On The Move Trucks, a successful turn-key truck rental company catering to self-storage and real estate professionals. With substantial experience in the industry, CJ has been instrumental in driving the company's growth and expansion over the years. 

As a sought-after speaker at various self-storage events, CJ has shared her extensive knowledge and expertise on topics such as business strategy, marketing and customer service, offering valuable insights to industry professionals.  

CJ is a true marketing enthusiast and firmly believes in the power of effective marketing to drive business success. Throughout her career, she has demonstrated a deep commitment to excellence, innovation and providing exceptional value to clients, helping On The Move Trucks establish a strong reputation as a leader in the truck rental industry.  

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 Kat Kennan is the founder and CEO of Radical Customer Experience™️, a ground-breaking consulting firm that encourages brands to establish genuine connections with their customers by embracing strengths-based, trauma-informed, and inclusive marketing services. 

With a passion for empowering individuals and driving positive change, her mission is to help brands speak up, speak out, and foster diversity, equity, inclusion, and belonging in their customer interactions. As a certified trauma-informed professional, Kat brings a crucial perspective to her work, infusing every aspect of her business ventures with a deep understanding of the human experience.  

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Josefine Campbell is a founder of Campbell Company, a top leadership consulting firm for multinational companies. Campbell inspires and coaches leaders, teams, and talents in large organisations such as McDonald's, Deloitte, Maersk, Novo Nordisk, and Carlsberg Group.

Her approach combines the practical and the pragmatic. A four-time jiu-jitsu champion, she is particularly interested in developing personal leadership in difficult circumstances, such as is often the case in modern work life.  

Questions

•  Now Josefine, even though we read a short description about our guests, we always like to give our guests an opportunity to share a little bit about their journey. So, could you share with our listeners a little bit about your journey, how you got from where you were to where you are today?

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Anatoliy Labinskiy is an entrepreneur, eCommerce expert, salesman, holder of 4-time Two Comma Club awards. His story is a perfect example of life when everything goes against us to become successful. In less than 5 years, he went from a simple waiter to a successful businessman and an owner of an 8 figure winner awards in the ecommerce space.

Anatoliy is the founder of GSM Growth agency that helps ecom entrepreneurs grow to 6-7 figures in revenue. He is included in the Forbes Business Council and featured as one of the Top 10 eCommerce Entrepreneurs helping people during the COVID-19 recession. 

Questions 

•  So, we always like to start off by finding out from our guests a little bit about their journey in your own words. Could you tell us a little bit about how you got to where you are today?