Elevating Customer Experience As a Strategic Priority

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Cleveland Clinic is not only a pioneer in medical advancements, but also in customer experience. Over 10 years ago, to support the organization-wide mandate of “Putting Patients First,” Cleveland Clinic was the first healthcare organization to hire a Chief Experience Officer, develop an Office of Patient Experience, and launch an insight community. Today, over 70 departments use the community to improve the end-to-end patient and caregiver experience. 

Join Michelle Gandolf, Director of Market Research & Insights at Cleveland Clinic, for an engaging discussion on improving every aspect of the customer journey.

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Discover how to:

Use community feedback to shape both strategic and tactical elements of the customer experience

Expand your community’s impact and deliver more value to the business

Activate internal stakeholders to drive the business towards customer centricity



Michelle Gandolf

Director, Market Research & Insights

Cleveland Clinic

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