Winning on Customer Experience.

Customer experience is now a C-suite priority for healthcare organizations as greater competition, demands for information transparency, and growing consumer power are forcing providers to seek new sources of competitive differentiation. Yet many struggle to define, design and deliver valued customer experiences (beyond HCAHPS) that drive brand differentiation and customer loyalty.

Join me at the Forum for Healthcare Strategists 22nd Annual Marketing and Physician Strategies Summit, May 8 – 10, 2017 in Austin, Texas, to learn how three marketing executives are embracing and influencing Customer Experience Management (CXM). This session will explore the role of marketing in bringing the voice of the customer front and center, and play a meaningful role in shaping brand culture.

I’ll be joined by Suzanne Hendery, VP of marketing for Renown Health in Reno, Nevada; Christine Holt, chief experience officer for Holy Redeemer Health System in Philadelphia, and Selima Khan, VP of marketing for Memorial Healthcare in Hollywood, Florida.  Each will share their journey on the road to Customer Experience Management. Key topics we’ll cover include:

  • Why customer experience is the new competitive challenge
  • The role of marketing in leading customer experience initiatives
  • Listening to customers and applying insights to experience design
  • Principles, practices and innovative approaches to CXM

Our pre-conference session will be held on Wednesday, May 8, 2017 from 9:00 am – 12:00 pm. The will be held at the JW Marriott in Austin.

Learn more at

Karen Corrigan