Improving Patient Outcomes through CX Transformation with Scott Murray, CXO of Collective Health

Something that we stress on this show is that customer
experience matters. Scott is so focused on outcomes and driving
real impact because when you’re dealing with people’s health, you
can’t afford to get it wrong. For Scott, a good customer
experience isn’t just an NPS score or a customer satisfaction
number, it’s a healthy patient.


3 Takeaways:


It's important to remember that the customer is an actual
person and not just a piece of data.

Great CX leaders really care about their customers, and that
relationship begins early in their careers.

When you embrace your customer, you represent their
interests, and you aren’t content to simply stick a bandaid or a
happy face on their pain points.



Key Quotes:



“The voice of the customer is really important. How you pull
the voice of the customer from your frontline people that are
talking to members every single day - those insights - all the
way through your product and your technology, that then starts
to really shape your overall experience.”


“We follow a very disciplined operational excellence plan.
We have quality assurance coaches that listen to the calls and
we look for common themes out of those calls."


"Embrace the customer, embrace your teammates. If you take
care of your people, they will take care of your
customers."



Thank you to our friends


This episode is brought to you by IBM. If you are responsible
for Customer Experience, they've created a White Paper just for
you. In the CX North Star Report, you can learn more about how to
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Bio:


Scott Murray is the CXO at Collective Health. He spent 15+ years
at eBay where he was most recently Vice President of Customer
Service Technology Solutions. He played a key role in expanding
their operations in Utah and co-led the transformation of eBay’s
global customer service with a focus on improving the customer
experience while decreasing costs annually. Scott attended the
University of New Mexico where he studied Business
Administration.