The Chief Experience Office (CXO) is an emerging title in healthcare administration. As Howard Larkin explains, “With the rise of accountable care organizations, patient loyalty could mean the difference between success and failure, making satisfaction an organizational strategic imperative. . . Just as important, the position supports hospital staff healing, which is essential to maintaining compassion and reducing burnout and turnover”. Having a patient centric philosophy requires support from the C-Suite to the front-line.
The CXO is responsible for crafting the customer experience through the entire lifecycle, integrating customer priorities into overall organizational strategy. As healthcare adopts new technology to provide better internal and external customer service and marketing moves from telling to listening, the CXO liaises to make sure that technology, marketing, and service delivery meet patients' needs. As Paul Hagen illuminates in his Harvard Business Review article, the CXO designs, orchestrates, and improves patient experience. CXOs are especially useful in changing, competitive environments like post-reform healthcare.
Sound like a position you’re interested in? ? For a brief overview of responsibilities see this Becker's Hospital Review infographic.You can also find more information in Larkin's excellent article here.
