Building a Culture of Care via Talent, Emotion, & Standards of Perfection with Jim White, CCO of Ignite Medical Resorts

In the latest episode of The CX and Culture Connection Podcast, Matt Egol, CCXP, sits down with Jim White, Chief Culture Officer at Ignite Medical Resorts, to explore the intersection of culture and customer experience in healthcare. Jim shares his journey from the gaming and hospitality industries to healthcare, revealing how the principles of customer experience and employee engagement transcend industries. Key highlights include: • How Ignite is "extinguishing the stereotype" of traditional nursing homes by creating vibrant, customer-focused medical resorts. • The importance of onboarding, gamification, and recognition in fostering a strong workplace culture. • Why emotions like happiness and pride are pivotal in both employee and customer experiences. • How healthcare organizations can leverage journey mapping and real-time feedback to elevate CX. Listen now to discover actionable strategies for aligning culture and CX to drive business success. https://youtu.be/IEa0DZOKFHw #CustomerExperience #CXLeadership #HealthcareInnovation #EmployeeEngagement #CultureTransformation

0:00 – Preview of Episode 0:26 - Introduction of Guest Jim White 1:21 – Similarities of Gaming, Hospitality, and Healthcare Industry 2:21 – The Connection Between Culture and Customer Experience 5:25 – Defining and Building Company Culture 7:32 – Employee Experience and Engagement Strategies 11:11 – Emotional Impact on Customer and Employee Experiences 12:49 – Behavior is Habitual 15:32 – Learning from Different Industries 17:25 – The Role of AI in Healthcare 22:32 – Impact Customer Experience: Living the Brand 24:28 – Hired based on Personality 29:44 – Journey Maps and Customer Listening 32:32 – Right Emotions and Behavior in Creating Peaks 35:36 – How AI impacts healthcare 40:54 – Advice for Enhancing Culture and CX 43:18 – Guest Contact Details and Closing 📌Podcast Website: https://www.cxandcultureconnection.com 📌Linkedin Personal: https://www.linkedin.com/in/matthewegol/ 📌Linkedin Business: https://www.linkedin.com/company/journeysparkconsulting/ 📌Website: https://www.journeysparkconsulting.com/ 📌Facebook: https://www.facebook.com/profile.php?id=100094736604400 📌Spotify: https://open.spotify.com/show/2OKVpTrPgHPnSw2WeZWJpM 📌Amazon Podcast: https://music.amazon.com/podcasts/75160650-c68a-4fa8-9ddc-3429d94bd02e/the-cx-and-culture-connection-podcast-with-host-matt-egol-of-journeyspark-consultants 📌Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly9hbmNob3IuZm0vcy9lNjJiZGM5OC9wb2RjYXN0L3Jzcw 📌IHeartRadio: https://www.iheart.com/podcast/269-the-cx-and-culture-connect-120241285/ 📌RadioPublic: https://radiopublic.com/the-cx-and-culture-connection-pod-Ww1eeX More about Matt Egol and JourneySpark Consulting: Matthew Egol, Host, Founder and Chief Executive Officer of JourneySpark Consulting A partner at PwC Strategy for more than 15 years, Matt is a recognized thought leader in the experience management space. Matt has worked across a broad set of industries, from retail to consumer goods to healthcare to financial services to technology to industrials. Matt helps companies enhance their organizational effectiveness and build capabilities that fuse human-centered design with analytics, evolving their culture to be more customer-driven. Matt is a regular speaker and author on customer experience, enterprise agility, and culture topics. He has authored more than 25 articles in leading publications and is a subject matter expert with MMA Global. Matt graduated magna cum laude from Dartmouth and received his MBA from Columbia, where he received the Abe Shuchman Memorial Award in marketing. Matt launched JourneySpark Consulting to work closely with CX leaders to help shape their vision, build and develop their teams, and evolve their cultures. #cx #culture #marketing #business #trends #customer #strategy #journeyspark #propensity