The CX & Culture Connection Podcast with Host Matt Egol of JourneySpark Consulting

Creating delightful experiences isn’t just about meeting expectations—it’s about continuously striving for more. In this conversation with Matthew Egol, CCXP, and Shruti, the focus is on how technology is opening new possibilities for enhancing patient care, turning delight into the emotional north star. Meeting expectations is just the baseline; delight is where the real impact happens. Full episode: https://lnkd.in/eUpT5_Jx #CX #CustomerExperience #Healthcare #Innovation #PatientCare #ContinuousImprovement

Host Matthew Egol, CCXP, talks with Shruti Ahluwalia, about how their company’s passion for growth and scaling attracts energized, like-minded employees. Shruti explains how their commitment to delivering exceptional customer experiences brings in individuals who are disillusioned by traditional healthcare settings, creating a powerful cycle of innovation and progress. Catch the full episode with Matt Egol, CCXP, of JourneySpark Consulting here: https://lnkd.in/eUpT5_Jx #CX #Healthcare #EmployeeEngagement #CustomerExperience #Growth

Shruti Ahluwalia, CDO of InCare Integrated Medical Care, shares how her team creates peak emotional experiences by focusing on patient satisfaction and retention. Every aspect—from technology integration to customer service—is designed with one goal: delivering the best patient experience possible. This dedication is reflected in their glowing reviews, with patients expressing their love for visiting their healthcare providers—something truly rare in the industry! Catch the full episode with host Matthew Egol, CCXP, here: https://lnkd.in/eUpT5_Jx #CX #PatientExperience #Healthcare #CustomerSatisfaction #TechnologyIntegration

Creating a seamless patient journey requires a holistic view of the entire customer ecosystem! From The CX & Culture Connection Podcast, Matthew Egol, CCXP, of JourneySpark Consulting, and guest Shruti Ahluwalia, CDO of InCare Integrated Medical Care, discuss how AI is being used to optimize and automate various stages of the patient lifecycle—from acquisition to post-care workflows. By capturing real-time data on patient satisfaction and behavior, they continuously mitigate friction and enhance the overall experience. Watch the full episode here: https://lnkd.in/eUpT5_Jx #CX #PatientExperience #Healthcare #AI #CustomerJourney #Automation

Understanding what patients experience during their interactions is key to improving healthcare journeys. In this segment from The CX & Culture Connection Podcast, Matthew Egol, CCXP, of JourneySpark Consulting, and guest Shruti Ahluwalia, CDO of InCare Integrated Medical Care, discuss the importance of mapping out customer journeys, identifying moments of delight, and addressing points of friction. They highlight how real-time feedback, such as customer surveys, is essential for iterating and improving patient experiences. Catch the full episode here: https://lnkd.in/eUpT5_Jx #CX #CustomerJourney #Healthcare #PatientExperience #CustomerFeedback

Emerging technologies are transforming customer journeys in healthcare. In this insightful clip from The CX & Culture Connection Podcast, host Matthew Egol, CCXP, and guest Shruti Basavaraj Ahluwalia, CDO of InCare Integrated Medical Care, explore the power of customer journey mapping and the importance of using advanced analytics to create personalized experiences. Shruti discusses how InCare is leveraging behavioral data and intent, beyond traditional demographics, to craft targeted marketing strategies and deliver tailored content to patients. Catch the full conversation here: https://lnkd.in/eUpT5_Jx #CX #CustomerJourney #HealthcareInnovation #Analytics #Personalization #CustomerExperience #MattEgol #ShrutiAhluwalia

What can healthcare learn from CX giants like Ritz Carlton and Disney? In this reel from The CX & Culture Connection Podcast, Shruti Ahluwalia, CDO of InCare Integrated Medical, discusses how healthcare has often been transactional, focused on problem-solving rather than creating meaningful, patient-centered experiences. She shares how InCare is transforming the patient journey by building a wellness-driven, advocacy-led model that supports patients every step of the way. Want to dive deeper? Check out the full episode here: https://lnkd.in/eUpT5_Jx #CX #PatientExperience #HealthcareInnovation #Leadership #CustomerJourney #PatientCentric #Wellness

Building brand advocates starts with building a strong customer success team. In this episode of the CX & Culture Connection Podcast, host Matthew Egol, CCXP, welcomes Bradford Smith, CCXP from Vector Business Navigation, Inc. to discuss how to create a customer-centric culture that empowers your success team to go above and beyond for your customers. Brad emphasizes the importance of clear communication, shared goals, and a genuine passion for customer success. Turn your customer success team into a brand advocacy machine here: https://lnkd.in/eUYEmY-5 #CustomerCentric #BrandAdvocacy #CustomerSuccess #BrandAdvocates #CustomerJourney #CustomerSuccess #Podcast #TeamCulture

Are you chasing metrics or building a brand? In this episode of the CX & Culture Connection Podcast, Matthew Egol, CCXP, sits down with Bradford Smith, CCXP from Vector Business Navigation, Inc. to discuss how to move beyond a metric-driven approach and focus on creating experiences that deliver on your brand promise. They explore the importance of understanding your customer's emotional journey and investing in the resources that will enable you to create a truly differentiated experience. Don't miss out on these valuable insights here: https://lnkd.in/eUYEmY-5 #CustomerExperience #BrandPromise #Metrics #BrandValues #CustomerJourney #Differentiation #PodcastAlert #CXStrategy

Stop wasting time on changes that don't move the needle! In this episode of the CX & Culture Connection Podcast, Matthew Egol, CCXP, chats with Bradford Smith, CCXP of Vector Business Navigation, Inc. about how to strategically focus your change initiatives for optimal results. They discuss the importance of analyzing customer data, identifying key touchpoints, and aligning your change efforts with your overall business goals. It's about making smart choices and prioritizing the changes that will truly benefit your customers and your business. Listen now and discover how to make every change count here: https://lnkd.in/eUYEmY-5 #StrategicChange #CustomerData #BusinessGoals #CXLeaders #ChangeManagement #CustomerExperience #BrandPromises #Podcast