Greg recently moderated and participated as a speaker in a panel discussion organized by Simply Contact. It was a highly relevant webinar focused on healthcare customer experience. The discussion explored the complex challenges healthcare organizations face today — from fragmented systems and regulatory constraints to the ongoing need for truly patient-centric processes. Greg shared insights from his work in Swiss hospitals, Aleksandra Budynek brought in her frontline perspective from patient support, and Daniel Wardell provided a deep dive into technology and compliance aspects of healthcare CX. Together, they offered complementary perspectives that made the conversation both practical and thought-provoking. Many thanks to Simply Contact for making this discussion possible and allowing Greg to share it more broadly.

Top 3 learnings: 

  • Patient-centric design is crucial: Healthcare CX must focus on patient needs, not just staff efficiency or internal processes.
  • Trust and empathy drive outcomes: Building trust through empathy and clear communication is key to positive patient experiences.
  • Compliance shapes patient experience: Compliance must be integrated from the start, not treated as a separate or secondary concern.

Links: 

https://www.linkedin.com/events/7444735543533494272/

https://www.linkedin.com/company/simplycontact/

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About the host:

Gregorio Uglioni is a seasoned transformation leader with over 15 years of experience shaping business and digital change, consistently delivering service excellence and measurable impact. As a Partner at Forward, he is recognized for his strategic vision, operational expertise, and ability to drive sustainable growth. A respected keynote speaker and host of the well-known global podcast Business Transformation Pitch with the CX Goalkeeper, Gregorio energizes and inspires organizations worldwide with his customer-centric approach to innovation.

Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/

Forward Partners AG: https://www.forwardwith.ch

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