Patient Experience Speaker - What Healthcare Can Learn from Aviation

Customer Experience Speaker – Panagora Conference

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  • Customer Experience Speaker – Panagora Conference

    Liliana took the stage as a Keynote Customer Experience Speaker at the Panagora Pharma Conference in March 2019.  Her speech was titled: How to infuse hospitality in the healthcare experience.

    Waiting equals anxiety to your customers, no matter what product or service you provide. The emotional state airline customers are in when they check-in for their flights is not too different from the vulnerability patients feel in hospital waiting rooms.

    Airlines have lobbies. Hospitals waiting rooms. Both have employees that need to CARE about the experience they deliver.  In both CX journeys, signage is of utmost importance, and self-service can improve costs.

    No one can excuse bad experience with heavy regulation. As CX professionals, we all know that it is not about what you do or how complex your operation is. What differentiates great brands is HOW they manage their customer experience.

    Regardless of your industry, your CX investments must demonstrate financial and customer experience results.


    Organizational Culture and Access to Information

    By and large, people perceive culture as an HR discipline. The most common perception is that culture covers the soft side of performance. Culture is about how you do things, not so much about what you do. This approach to culture could not be more wrong. In fact, organizational culture is about so much more than a few words in a performance review sheet.  It is about leaders expressing values, and the action guidance their cultural behaviors provide.

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