Listening. It's a basic building block to effective customer experience and, ultimately satisfaction. It is also a consistent message we are hearing on this show. Ironically, in the one industry where listening is the most impactful aspect of customer experience,  health care, it may be happening the least. Alan Dubovsky, Chief Patient Experience Officer at Cedars-Sinai in Los Angeles, has embraced this ethos of listening.  Alan shares insights on redefining the meaning of listening to patients, why executives making rounds in the field impacts patient experience, the importance of adding unstructured feedback, and how intentionally designing a future patience experience, instead of simply reacting what has happened in the past, is a winning strategy.

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