Building Healthcare CX That Doesn't Fail Patients in collaboration with Simply Contact

Episode notes

Greg recently moderated and participated as a speaker in a panel discussion organized by Simply Contact. It was a highly relevant webinar focused on healthcare customer experience. The discussion explored the complex challenges healthcare organizations face today — from fragmented systems and regulatory constraints to the ongoing need for truly patient-centric processes. Greg shared insights from his work in Swiss hospitals, Aleksandra Budynek brought in her frontline perspective from patient support, and Daniel Wardell provided a deep dive into technology and compliance aspects of healthcare CX. Together, they offered complementary perspectives that made the conversation both practical and thought-provoking. Many thanks to Simply Contact for making this discussion possible and allowing Greg to share it more broadly. Top 3 learnings: Patient-centric design is crucial: Healthcare CX must focus on patient needs, not just staff efficiency or internal processes. Trust and empathy drive outcomes: Building trust through empathy and clear communication is key to positive patient experiences.