In today’s data-driven world, we are constantly receiving vast amounts of qualitative and quantitative customer feedback. While this information helps identify opportunities for improvement, organizations often risk losing sight of the customer’s voice when implementing solutions and process changes.In this session, I will share strategies to maximize the impact of customer feedback and ensure the voice of the customer remains central to experience improvement efforts. I will also highlight a key example from Advocate Health, demonstrating how we actively bring the patient perspective into the conversation.

Key takeaways from this session:
-The power of customer involvement in improvement initiatives
-Best practices for integrating customer feedback into the process
-Lessons learned, emerging trends, and real-world applications
-Common barriers and strategies to overcome them.

Join me to explore how keeping the customer at the core of experience improvement leads to more effective and meaningful change.

Karen Schaefer

Director - Volunteer Services
Advocate Health
(USA)

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