New White Paper: What Does a CXO Need to Succeed?
It’s early days yet for the role of the Chief Experience Officer (CXO). But organizations that employ them already have high expectations. They want their CXOs to do nothing less than define—and create—the optimal patient experience in their organization.
To execute on this vision of care, CXOs will need to generate a comprehensive view of the patient. Only then can they create actionable strategies for the broader organization.
This will not be easy. But here are two steps they can take toward a more perfect understanding of their patients:
1) Break down data silos
Healthcare organizations collect enormous volumes of information on their patients. But much of this information is disjointed and scattered.
Clinical departments have different ways to measure patient status, and don’t always communicate what they learn to the wider organization. Business units like Marketing and Public Relations are left even more in the dark, never getting the chance to reconcile their customer data with the real live patients that come in through the organization’s doors.
It’s the CXO’s job to end this disunity. Their unique position and expertise gives them the skills to put the pieces of the puzzle together. By synthesizing an organization’s fragmented datasets, they can come to a holistic understanding of the patient.
2) See the long view
Patient health needs are unpredictable. They arise in fits and starts, often with long intervals between. This makes patients’ encounters with healthcare organizations sporadic and unpredictable, which adds to the challenge of understanding them.
CXOs can overcome this challenge by advancing beyond an episodic view of healthcare to a longer view. To do that, they need visibility into every interaction a patient has with their organization—from initial admission through discharge and beyond.
This longitudinal perspective will teach organizations how to engage with patients when they’re not in the hospital. This is not just a valuable marketing tool; it’s also an excellent means to secure better long-term health outcomes.
CXOs don’t need to go it alone
Either one of these steps would be a considerable challenge for any executive. Yet CXOs must accomplish both. However, they needn’t do it all by themselves.
NRC Health has produced a white paper, Align Before You Sign, to help CXOs evaluate partnerships with patient experience vendors.
It teaches CXOs how to assess a vendor’s capabilities, so they can ensure they’ll get the intelligence they need. Included are:
– An expansive overview of a CXO’s responsibilities
– Metrics all CXOs will need to succeed in their roles
– Six essential traits of a high-quality patient-feedback vendor
Click here to download the paper—and ensure your CXO’s