TP180 - Ingredients of Customer-Centricity

The current public health crisis has caused our industry to rapidly adopt many customer-first strategies. In this episode, Reed Smith and Chris Boyer share case studies from our industry that illustrate what it means to be customer-centric, the importance of the call center and how culture is the critical element of digital transformation. They are joined by Grad Conn, Chief Marketing Officer of Sprinklr, who shares his experience with health systems who are using digital CXMs to better address customer needs. 
Mentions from the Show:

How Customer Experience is changing the healthcare industry 

The Road To Customer-Centricity Starts Closer To Home Than You Think 

In Times of Distress, Do Crises Illuminate Cracks in Customer Service?

5 Best Practices to Shepherd Your Organization Through Digital Transformation

Grad Conn on LinkedIn

Grad Conn on Twitter

Sprinklr.com

Copernican Shift blog

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Reed Smith Twitter

Chris Boyer Twitter

Chris Boyer website

Social Health Institute

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