Qualtrics

Data without a framework is just noise. 🗣️ Continuous listening requires continuous analysis, which should drive continuous improvement. 📈 I have been waiting impatiently like a kid on Christmas Eve for marketing to give us the green light here, so I am absolutely thrilled to share this new white paper that I coauthored with my brilliant colleagues Matthew Lauer, MBA, CPXP and Chelsea McKinney, MHA, CPXP, XMP. Most companies now have data on how their customers experience their services; very few have the operational frameworks in place to act on it. Our study presents continuous improvement methods that have worked for healthcare organizations like yours to operationalize patient listening and standardize excellent experiences. The organizations doing this well are proving something important: strategic process optimization can improve patient outcomes, strengthen financial performance, and create more meaningful experiences for patients and care teams alike. On a more personal note, it's not often that I get to flex my old academic research and writing skills these days so it was a blast and an honor to collaborate with these healthcare industry thought leaders on this project—hopefully the first of many to come! 💪 🤓 Check out the Qualtrics blog article summarizing our results and download the white paper there, then let me know if it resonates with you! 📜➡️https://lnkd.in/gZxVbmFJ  #PatientExperience #HealthcareLeadership #HealthcareStrategy #DataToAction #Qualtrics

There's a difference between hearing patients and listening to them. One fills a report. The other drives change. Chelsea McKinney, MHA, CPXP, XMP, Joshua Vera, PhD, PMP, and I spent a lot of time thinking about what separates organizations that improve from those that simply measure. The answer usually isn't more data... it's having the right frameworks to act on what you already have. Our white paper explores four research-backed approaches, from Lean Six Sigma to the 4 Disciplines of Execution, that help healthcare teams turn patient feedback into real, sustained improvement. Qualtrics published a great summary on their blog. Read it here 👉 https://lnkd.in/gXj7hMuS I'd love to hear from you: Where does your organization struggle most when acting on PX data? Or, better yet, what have been your wins? #PatientExperience #HumanExperience #HealthcareLeadership #InsightstoAction #Qualtrics

Move beyond patient experience "fixes" to high-reliability experience design. The “daily whirlwind” of healthcare is real. Organizations often identify an opportunity for improvement, but the solution never reaches the frontline because they lack a standardized engine for change. I am incredibly proud to share a white paper I co-authored with my amazing colleagues, Matthew Lauer, MBA, CPXP, and Joshua Vera, PhD, PMP. This white paper explores how continuous improvement methodologies build the "operational muscle" healthcare organizations need to translate patient feedback into decisive action. Take a look when you have a moment and share your thoughts in the comments! https://lnkd.in/g3CTKdsa #PatientExperience #HealthcareLeadership #Qualtrics

We are incredibly honoured and excited to announce that Zill has been named a Qualtrics Partner Award winner. Our team were present at the Qualtrics Partner Summit at X4 in Seattle this week to accept this award. As a Platinum Partner for Qualtrics, this recognition is a testament to the power of our deep collaboration. A massive thank you to the Qualtrics Ecosystem, Sales, and Success teams— this partnership is the engine behind these results. Our clients are at the core of this success. Their trust and collaboration allows Zill to help organisations listen, understand, and act on experience data to drive real-world impact. Finally, to the Zill team across the globe: This achievement is a direct result of their hard work and relentless pursuit of excellence. This award belongs to every member of the team. The Zill team is not slowing down. We are inspired and ready to push the boundaries of what is possible throughout the rest of 2026 and beyond. #Zill #Qualtrics #X4 #ExperienceManagement #PartnerAward #PlatinumPartner Sean Holcombe Bliss (Cook) Diamond Nikolas Kratel

I'm often asked about "Best Practices" for Patient Experience improvement, and one thing always rises to the top: Purposeful Leader Rounding significantly impacts outcomes. While many rounding programs are built around scripts, Community Health Network (CHN) has innovatively centered theirs around the patient. The difference may seem simple, but the operational impact is SIGNIFICANT. By connecting their rounding data to patient outcomes through a single platform, CHN was able to see causally—not just correlatively—how factors like length of stay, readmissions, and ED revisits were affected based on whether a patient received an Experience Round, a Quality Round, both, or no round at all. Maggie Gentry, CPXP, and her team discovered insights that reshaped their understanding of rounding. While empathy is important, it alone does not influence post-discharge utilization. The experience domains that truly make a difference—teamwork, safety, and discharge readiness—are specific, measurable, and actionable. This represents one of the most data-driven pieces of Leader Rounding guidance from a health system. It's definitely worth reading for anyone involved in Patient Experience or Clinical Operations...trust me. Qualtrics #Experience #PatientExperience #Rounding #LOS #Readmissions #Innovation https://lnkd.in/e5enDFfc

Save your seat at Experience Live in Houston! 🌟

Behind every great healthcare experience is a team that refused to settle. We're celebrating eight organizations who took data-driven action to transform experiences for patients, members, and employees. Meet this year's Qualtrics Healthcare Experience Award winners 🏆 Congratulations to Intermountain Health, University of Utah Health, Trinity Health, Community Health Network, Elevance Health, Zoetis, Union Hospital, and PAM Health. Swipe to see what they achieved. ➡️

Back from Qualtrics X4, I pulled together my key observations into a blog post. Main takeaway: context is the real differentiator in the age of AI. Thanks to the Qualtrics team for a great event. (Missing Seattle already!) https://lnkd.in/ejWw9EkJ #Qualtrics #X4 #CustomerExperience #ExperienceResearch #CustomerResearch #MarketResearch