The Rise of the Healthcare Chief Experience Officer

Drawing on insight from over 100 experience leaders across North America, our second annual Chief Experience Officer (CXO) report uncovers four key areas of focus for 2016:
  • Greater alignment and integration with quality/safety and process improvement efforts—sometimes with experience as the umbrella strategy.
  • Broader vision across the continuum of care so that experience improvement ceases to be focused solely on the inpatient hospital environment.
  • Deeper engagement of key stakeholders, including physicians, board members, patients, and families. Patients will increasingly be the architects of improvement.
  • Concerted focus on physician, nurse, and staff well-being, joy, and resilience to combat initiative fatigue and drive sustainable change.

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