Clued In Podcast with Lou Carbone

CX of M Radio

Clued In with Lou Carbone is an opportunity to hear from Lou and guests. Recognized globally at forefront of the creation of experience management as a business discipline Lou will expand your perspectives. The impact you can make in the CX, EX, and Patient Experience space will be enhanced by Lou’s distinctive and unique vision and foresight in the space. Lou is the author of Clued In, How to Bring Customers Back Again and Again; numerous widely cited academic articles, 100’s of lectures at business schools, as well as over a thousand presentations and Keynote Addresses globally. Carbone is the founder and CEO of the first company ever that was dedicated solely to the science and art of experience management Experience Engineering®.
Reason For Being: Leading Growth and Strategy In the Face of a Pandemic
Dec 1 2021
16 mins
The Spirit of VolunteerismDr. Kevin Churchwell: A CEO’s Perspective on Patient Experience
Whatever you do, you don’t miss this podcast with Lou’s special quest, Dr. Kevin B. Churchwell, MD, the President and Chief Executive Officer of Boston Children’s Hospital. Dr. Churchwell provides leadership, vision, and oversight for a team that’s dedicated to improving and advancing child health through their life-changing work in clinical care, research and innovation, medical education, and community engagement.Since joining Boston Children’s as its Executive Vice President of Health Affairs Chief Operating Officer in 2013, Dr. Churchwell has been instrumental in leading the hospital’s work to become a High Reliability Organization, one where zero avoidable harm impacts any patient, family member, or employee. He has brought to Boston the same passion for enhancing the patient family experience that defined his tenure as CEO of both Nemours/Alfred I. duPont Hospital for Children in Wilmington, DE, and Monroe Carell Jr. Children's Hospital, part of the Vanderbilt University Medical Center in Nashville, TN.Dr. Churchwell oversaw an instituted Patient and family efforts well before it’s popularity. His vision, foresight and human compassion is self-evident.An advocate for equity, diversity and inclusivity, Dr. Churchwell is responsible for establishing three of the 11 Offices of Health Equity and Inclusion at hospitals across the U.S. and Canada, including the Office at Boston Children’s, which he founded in 2016. With the publication of Boston Children’s own Declaration for Equity, Diversity and Inclusivity in 2020, Dr. Churchwell has committed to the work required to make Boston Children’s a community that’s made stronger by our differences, and a leader in equity for all.
Nov 17 2021
24 mins
“Digimanity”: There’s more to it than meets the eye!Customer Incivility: Customer and Employee Experience Covid ConundrumA Time For CX Self ReflectionA Lego®Lesson - Emotional Clutching PowerXM Is Not Greek To Bill Staikos!John Deere: Experience as an Investment in BrandThe Tipping ExperienceRunaway Train: Is CX in a Rut?The Need for an Experience EcosystemThe Importance of asking 'Why?' in B2B RelationshipsAddressing Fragmentation in CXThe Importance of B2B RelationshipsFixing Basics: Will Real Opportunity Pass You By?Making an Impression can be a Gas!Let the Pixie Dust Fall Where it May!Gaining Momentum and Velocity in Experience ManagementGoing from hospitality to pot (successfully...and legally!)