How CX-Aligned Leadership Shapes Patient Experience in Kidney Care скачать в хорошем качестве

How CX-Aligned Leadership Shapes Patient Experience in Kidney Care

Kidney care is one of the most complex—and overlooked—patient experiences in healthcare. In this episode of The Modern Customer Podcast, we explore how CX-aligned leadership can reduce friction and improve outcomes for people facing advanced kidney disease. Strive Health’s Chief Customer Officer, Evelyn Goodfriend, shares what patient experience looks like up close, why traditional care models fall short, and how listening, alignment, and better workflow design support both patients and caregivers. We also discuss where AI meaningfully helps and where human support remains essential. A practical conversation for CX leaders and operators navigating high-stakes, high-complexity customer journeys. BOOKMARKS: 00:00 Introduction 01:38 Evelyn's Career Journey 02:44 Challenges in Healthcare 05:08 Strive Health's Mission and Services 07:41 How Strive Health Helps Kidney Patients 11:23 First 90 Days as CCO 15:00 Role and Responsibilities of a CCO 16:53 AI and Technology in Healthcare 20:29 Biggest Challenge in Healthcare 28:14 Personal Insights and Rapid Fire Questions -- Blake Morgan was called “The Queen of CX” by Meta. She is a customer experience futurist and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer. For regular updates on customer experience, sign up for her weekly newsletter here. https://blakemorgan.substack.com/ Visit her website here: https://blakemichellemorgan.com/