Signals to Action: Northwestern Medicine’s Journey to Humanizing Healthcare Experiences
Tuesday, December 19, 2023
2pm ET / 1pm CT / 12pm MT / 11am PT
Amber Maraccini, Ph.D, CPXP | Principal CX Advisor, Healthcare, Medallia
Colleen Russell, MHSA, CPXP | System Engagement Director, Northwestern Medicine
In an effort to (re)build trust post-pandemic, many health systems are experiencing the pressure to modernize methods used to engage patients and the workforce who care for them. This trend towards an improvement-focused understanding is reflected in the greater conversations happening across our industry, including the evolved shift in understanding from “Patient” to “Consumer” and “Human” experiences.
Join us for a fireside chat with Colleen Russell, Director of Engagement for Northwestern Medicine (NM), as we explore their contemporary approach to gathering feedback across the patient and coworker journeys. Particular attention will be paid to their “Short, Modern, Smart” philosophy and methodologies used to design personalized, convenient listening experiences that prompt real-time actionability and follow-up.
Learning Objectives
- Identify common challenges health systems face within their engagement programs, including reasons for an innovative shift.
- Discover a “Short, Modern, Smart” engagement philosophy.
- Utilize storytelling to connect PX and EX data.
*PX Marketplace webinars are complimentary. Space is limited. If the webinar reaches capacity, registrants will have an opportunity to join a waitlist. The webinar recording will be provided to all registrants.
If this is a PX Marketplace or sponsored webinar, your registration will opt you in to receive a one-time email follow-up from the sponsoring organization.