Thriving Transformation

Christina Ioannidis talks to Eng. Rayan Samman, Executive Director- Guest Experience, Makkah Healthcare Cluster, Kingdom of Saudi Arabia. Mr Samman is an Engineer, Certified Professional Business Coach, CX Consultant and motivational trainer earnt in an illustrious career in both public and private healthcare sectors as well as in management consulting.

This episode is brought to you by Aquitude Health.

• ‘We need to treat patients as if they are VIP guests coming to our home”
• ‘Changing the people behaviour is not an easy task’
• ‘It all starts from the Leadership. We have to engage the leadership, changing their mindsets towards care’
• If you are really serious about making improvements, you have to be prepared to do something very different’
• ‘We should run and manage public hospitals as a private hospital’
• ‘For person-centred care we need to engage both patients and staff’
• ‘Nothing has the right to decide for me, without me’

• The realization of senior leadership in their involvement in influencing their organisation’s culture
• Setting the behaviours that top management need to exhibit in order to drive transformation
• Vision 2030 in the Kingdom of Saudi Arabia’s Healthcare sector includes changing the Patient Experience
• The fundamental differences in attitudes between public and private healthcare vis-à-vis Patient Experience
• How privatization of healthcare is a driver for transformation in healthcare delivery

Please get in touch with me at ChristinaIoannidis.com and let me know what you think of this episode or the show in general. You can reach me via Instagram, LinkedIn – or the web contact form. Thank you

The post The Great Healthcare Mindset Shift – From Patients to Guests. appeared first on Christina Ioannidis.

On This Episode of Thriving Transformation in partnership with Aquitude Health

• Christina Ioannidis talks to Maazza Almagthob, Patient Experience Director at Cleveland Clinic Abu Dhabi. Maazza has over 25 years of experience in customer service including the Dubai World Trade Centre, Healthcare, as well as banking institutions. In this podcast, Maazza dissects how Cleveland Clinic, Abu Dhabi embeds the award-winning Patient Experience culture of the Cleveland Clinic US in the different cultural context of the Middle East.
• Maazza holds a Master’s Degree in Business Administration from The University of Manchester, and her professional accolades include being a certified Master coach and NLP Master practitioner.

• ‘You need to make the core very clear, understandable, agree what patient experience means to each caregiver’’
• ‘PX is not an add-on; it is part of every interaction you have with your patient’
• ‘We link the PX programme with technical training’
• ‘In a family-oriented society, family needs to be introduced in the patient journey’
• ‘PX is a work-in-progress. It will never end.’
• ‘It is important to hire talent for the right mindset. Empathy and compassion come from within’

• The importance of spot-checks to gauge the understanding of PX within staff
• The need to use make empathy culturally sensitive
• Instilling the Patient and Family Advisory Council to build engagement; making the PFAC part of the Cleveland Clinic family’ they are more than just ‘guests’
• The imperative adjust PX to reduce anxiety during CoVid19 and embed mental health in wellness programme.

Please get in touch with me at ChristinaIoannidis.com and let me know what you think of this episode or the show in general. You can reach me via Instagram, LinkedIn – or the web contact form. Thank you

The post Patient Experience: Creating a Family in Healthcare appeared first on Christina Ioannidis.

On This Episode of Thriving Transformation: Christina Ioannidis talks to Claire Jefferies. Claire is the Group Customer Marketing Director for Verisure – Europe’s number 1 home security provider. Her role covers the entirety of the customer lifecycle – from welcome to retention via communications, engagement and value management. Prior to her role at Verisure she was CRM and Digital Marketing Director for the UK energy giant SSE and was Head of Upgrades, Retention and Value Growth for EE. Claire has been recently awarded the Customer Experience Award from Women in Marketing.

• ‘If we don’t trust our people to do a job, why should our customers trust them?’
• ‘If you don’t have data, find a proxy; find other ways to measure impact’
• ‘What can be good, can be great’
• ‘What you report you do, what you don’t report you don’t do’
• ‘Don’t set customer expectations that you cannot meet’
• ‘It’s the boring stuff that makes the customer experience’

• The importance of being multi-lingual: talking the language of customers, of agents and of the business
• The power of subscriber industries in managing the customer life-cycle to create long-term, loyal customers
• The difference between Transactional Net Promoter Score and Relational Net Promoter Score
• The imperative for creating a CX community internally, to disseminate best practice

Please get in touch with me at ChristinaIoannidis.com and let me know what you think of this episode or the show in general. You can reach me via Instagram, LinkedIn – or the web contact form. Thank you

The post CX – Powering Subscriber Industries appeared first on Christina Ioannidis.

On This Episode of Thriving Transformation:
Christina Ioannidis talks to Marina Hatsopoulos, is a tech entrepreneur and angel investor who serves as a financial expert on corporate boards, both public and private, from startup through enterprise. Marina was Founding CEO of Z Corporation, an early market leader in 3D printing out of MIT. The Company was the winner of the “New England Technology Fast 50” for 2001, a ranking of the 50 fastest-growing technology companies in the region and was listed in the Inc 500 ranking of the nation’s 500 fastest-growing private companies by Inc Magazine. She is currently Chair of the Board of Levitronix Technologies, the worldwide leader in magnetically-levitated bearingless motor technology and Founding Advisor of Inkbit, an MIT startup. She is a member of the National Board of Research & Innovation for the Republic of Cyprus. She is on the MIT Corporation Visiting Committee for the Department of Mechanical Engineering, and who sits on multiple corporate boards as a financial expert.

• ‘Accounting, Sales and Negotiation are the 3 critical skills no matter what you do’
• ‘Being entrepreneurial is a mindset and it starts from the top’
• ‘Failure should not be wasted’
• ‘Entrepreneurship involves a lot of failure and rejection’
• ‘You either succeed or you learn’

• The importance of being strategic and covering your own skills gaps
• How a transformational mindset is important as most startups fail
• Setting the culture of agility from the top
• Career Transformation: the need for continuous soul-searching and building long-term life / work goals
• No women in the Boardroom? How to fix the leaking pipeline

Please get in touch with me at ChristinaIoannidis.com and let me know what you think of this episode or the show in general. You can reach me via Instagram, LinkedIn – or the web contact form. Thank you

The post Failure Should Not Be Wasted appeared first on Christina Ioannidis.

On This Episode of Thriving Transformation:
Christina Ioannidis talks to Holly Richardson, a Digital & Customer Experience (CX) Transformation Leader, who recently spearheaded Customer Experience Transformation for the B2B side of Unilever in the Middle East & Africa. She currently works for Microsoft. Originally from San Francisco, Holly has broad international experience across marketing, customer, and digital roles in the financial services, hospitality, FMCG and technology industries. She has been recognized globally for her contribution to both the digital marketing and customer experience communities, and is a keynote speaker and judge at industry conferences. She is also a Non-Executive Director at The Customer Institute. More than anything, she is passionate about driving real value for real people – customers, fellow employees and the wider community.

• On driving change: “To get to something NEW start with something KNOWN. Anything that screams ‘New Framework’ can ring alarm bells with senior executives.”
• On driving CX in a hybrid work environment: “Communication and storytelling skills are even more critical”
• On CX transformation: “Tech and processes are not strategy, but enablers. You need PEOPLE to deliver with authenticity and empathy.”
• On purpose-driven organizations: “Brand Say and Brand Do need to be aligned.”

• Net Promoter Score is not enough; other KPIs are critical
• The need for Purpose Driven organisations
• Why B2B CX requires a multi-stakeholder engagement model, and how to build it
• What it means to me adaptable for today’s marketers
• How CX requires the building of a ‘movement’

Please get in touch with me at ChristinaIoannidis.com and let me know what you think of this episode or the show in general. You can reach me via Instagram, LinkedIn – or the web contact form. Thank you

The post Customer Experience Transformation: Building a Movement appeared first on Christina Ioannidis.

On This Episode of Thriving Transformation: Christina Ioannidis talks to: Eleanor Mills Award winning, top-flight editor in British national newspapers for over two decades. Currently the founder of Noon, a platform which supports women in midlife. Chair of Women in Journalism, she actively promotes and campaigns to improve opportunities for women within the profession and to drive increased diversity across all areas. A Trustee of the Society of Editors and Reporters sans Frontieres, she is a strong advocate for press freedom and the safety of journalists.
Notable Quotes:

• Wearing the “Game of Thrones Cloak of Power’
• ‘Life gets a prune when you get made redundant’
• ‘It is OK to be vulnerable’

Talking Points in This Episode:

• Overcoming an identity crisis
• Taking the Cloak of Power off
• Rebooting when redundancy hits
• Rising in the age of Opportunity
• Structural bigotry and institutional racism in the British Press

Please get in touch with me at ChristinaIoannidis.com and let me know what you think of this episode or the show in general. You can reach me via Instagram, LinkedIn – or the web contact form. Thank you

The post Redundancy & Mid-Life Transformation appeared first on Christina Ioannidis.

Christina Ioannidis, the host of the Thriving Transformation podcast gives some insight into what to expect.

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