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The Chief Experience Officer – An Emerging & Critical Role

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The Chief Experience Officer - An Emerging & Critical Role

Jason A. Wolf, Ph.D.
President, The Beryl Institute

Dan Prince
Founder and President, Catalyst Healthcare Research


Through the voices of fifteen senior patient experience leaders, this paper explores the impact and influence of the growing role of Chief Experience Officer (CXO) . It is a role that encompasses and leads a broad portfolio of resources and services fundamental to the patient and family experience – from advocacy to service and, in some cases, broadening to lead or significantly influence people, quality and safety issues. The paper asserts that if an organization wishes to lead in the patient and family experience, the role of CXO or Senior Patient Experience Leader must be part of an organization’s senior leadership and is central to a broader commitment on patient experience excellence.

Contributors include:

Michael C. Bennick, Yale-New Haven Hospital
Devin C. Carty, Cancer Treatment Centers of America
Neil Churchill, NHS England
Sven O. Gierlinger, Henry Ford Health System
Pam Guler, Adventist Health System
Jeannette W. Hodge, Yale-New Haven Hospital
Christine Holt, Holy Redeemer Health System
Deborah Lasker, VA Greater Los Angeles Healthcare System
Peggy Niemer, Children’s Hospital of Wisconsin
Tony Padilla, UCLA Health
Susan Ritter, University of Chicago Medical Center
Lynn Skoczelas, Sharp HealthCare
Susan Y. Spencer, Akron General Health System
Airica Steed, University of Illinois Hospital & Health Sciences System
Paul Westbrook, Inova Health System

Related Body of Knowledge courses: Healthcare Leadership and Management .

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