Transforming Experiences

Co-host Alexandra Archer interviews Steven Carleton, the Vice President of Customer Experience at Premera Blue Cross, on how he is approaching the overall customer experience in the medical insurance industry. Steven has been working hard to improve the user experience at every level, and he’s in the middle of developing a company culture that is accepting of “not always knowing the answers.” Coming from a tech background, Steven is excited for the new opportunities and challenges ahead. Find out more in this week’s episode.

Your hosts Zack Hamilton and Mike Debnar sit down to talk about the upcoming perfect storm happening in retail and that’s Black Friday. For many retailers, this is like The Super Bowl. However, there is significantly less labor working than there was this time last year. We still have COVID-19, we still have supply chain issues; how will shopping habits differ this year? Zack and Mike weigh in with their thoughts.

Your hosts Zack Hamilton and Mike Debnar sit down to talk about the latest data and research happening in the retail space and what retailers should expect when it comes to back-to-school shopping. Will it happen this year or is it canceled due to COVID-19? Parents are on the fence, which could mean bad news for retailers. Find out more about Zack and Mike’s thoughts on this week’s episode.

René Carayol is the Executive Vice President of Environment, Social & Governance at Medallia. René is an internationally renowned speaker, advisor, and author on diversity, leadership, and culture. Today, René talks about something very dear to his heart - inclusion. How can organizations be more inclusive? What do we need to do as executives to create impactful culture? René shares his powerful insights on this week’s episode.

Welcome to the first episode of Transforming Experiences in Retail, Restaurants, and Grocery! A podcast series that dives into improving the customer experience in retail and the latest innovative strategies that improve customer satisfaction. For this first episode, your hosts Zack Hamilton and Mike Debnar share how they got started at Medallia, their passion for this industry, and so much more!

Erica Rubinstein is the Vice President of Service Excellence and Patient Experience at Mount Sinai Health System. Mount Sinai is one of the oldest and largest teaching hospitals in the U.S. As they are located in New York City, they were the first to receive an uptick of COVID-19 patients at a time when there was very little information about the virus. Erica shares her experience over the last year and a half, the mental toll this has taken on medical professionals, and offers advice on how to quickly provide resources to prevent burnout and mental exhaustion for the frontline staff.

Fred Reichheld, best known for creating the Net Promoter System℠ (NPS®), is a Fellow at Bain & Company. At Bain, he founded the company’s loyalty practice, which helps companies achieve sustainable results through improved customer and employee loyalty. He is a New York Times best-selling author and recently published his latest book Winning on Purpose: The Unbeatable Strategy of Loving Customers.

Kevin Gwin is the Chief Patient Experience Officer at University of Missouri Health Care and he is a Net Promoter Score (NPS) evangelist. Kevin is doing something very unique in the healthcare industry. He’s taking a standard metric that’s used in countless spaces within the private business sector and moved it into healthcare. The result? More clinician and patient engagement. In this episode, Kevin makes the case on why you need to be thinking, innovating, and doing something differently to improve the patient experience.

This week in an exciting new episode of Transforming Experiences in Healthcare and Life Sciences, we have Dr. Toyin Nwafor, the Regional Medical Director for ViiV Healthcare. Dr. Nwafor is an accomplished leader, author, and professor and is a board-certified Infectious Disease Physician. She has been in practice for the last 25 years and is passionate about empowering people to live their best lives. Dr. Nwafor dives into how health disparities have accelerated during the pandemic, and what organizations can do to minimize this gap and give equal healthcare to all.

This week on an exciting new episode of Transforming Experiences in Healthcare and Life Sciences, we are talking with Dr. Tom Jenike, Chief Well-Being Officer at Novant Health. Dr. Jenike is an accomplished Leader, Family Physician, Coach, Mentor, and Leader in organizational well-being and resilience. Dr. Jenike did not set out to be a leader in well-being and resilience. His main goal was to always be the best family physician he could be, but like most things, he found an unexpected journey in this field. He currently serves as the Chief Well-Being Officer at Novant Health, where he’s been for over 22 years.