Championing CX in Health & Wellness with Shruti Ahluwalia, CDO of InCare Integrated Medical

New Episode Alert! Tune in to the latest episode of The CX & Culture Connection Podcast where Matt Egol, CCXP, chats with Shruti Ahluwalia, CDO of InCare Integrated Medical, about championing customer experience in health and wellness. From creating a patient-centric experience to leveraging data and AI for enhanced care, this conversation is packed with insights to transform healthcare delivery. Don’t miss topics like: Building a team for differentiated care, Cultivating a culture of delight, and Empowering employees for better experiences. Listen to the full episode here: https://youtu.be/XYUypC7aOqM #CX #Healthcare #PatientExperience #Leadership #Innovation #AI #Culture

00:00 – Preview of Episode 0:29 – Introduction of guest Shruti Ahluwalia 01:48 – Creating a Patient-Centric Experience 04:09 – Building a Team for Differentiated Care 06:10 – Understanding Customer Journeys 08:18 – Customer Survey 10:58 – Leveraging Data for Patient Insights 14:41 – Empowering Employees for Better Experiences 17:33 – Identifying Behaviors 20:33 – Building Clue Consciousness 22:55 – Cultivating a Culture of Delight 24:27 – Integrating Technology for Enhanced Care 27:02 – Attracting Talent from Diverse Backgrounds 28:12 – Scaling Quality in Healthcare 30:49 – Applying Lean Startup Principles 33:05 – AI as a Co-Pilot in Healthcare 35:19 – Championing a Patient-Centric Culture 36:41 – 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