Jennifer Ishiguro, Vice President of Research, Experience Design and Service Excellence at ATB Financial, joins Designing Next to talk with us about the role of humanness in digital transformation efforts. In this episode, Jennifer speaks to us about why most current approaches to transformation do more damage than good, the importance of understanding how motivations drive people and drive change in transformational efforts, and why she believes we should eliminate the term “change management” from our vocabulary.
Designing Next Podcast
Rick Evans, Senior Vice President & Chief Experience Officer at NewYork-Presbyterian, joins Designing Next for the conclusion of a two-part interview. In this episode, we shift our focus to the effect of consumerism on the patient experience. Look forward to hearing Rick discuss what he sees as the most important attributes of the modern healthcare CXO, the importance of access to the patient experience and why delivering a strong patient experience requires organizations to break down silos to work together to deliver on patient and consumer needs.
Rick Evans, Senior Vice President & Chief Experience Officer at NewYork-Presbyterian, joins Designing Next for the first part of a two-part interview. In this episode, our focus will be on the role of culture in delivering employee, patient, and consumer experience. Look forward to hearing Rick discuss building and scaling out experience-focused cultures at large, multi-location organizations like NewYork-Presbyterian, as well as the role culture played as NYP navigated - and continues to navigate - the unprecedented crisis of COVID-19.
Brandi Overstreet, Sr. Manager and VP at T. Rowe Price Central Services, joins Designing Next to discuss her role guiding product leadership initiatives and product development teams as they scale customer-centric and agile deliver practices at T. Rowe Price. In this episode, Brandi shares the learnings from setting up an innovation center separate from their main campus, how they scaled a new approach to innovation, how it has changed the way people work at T. Rowe Price and how being a DJ can prepare you for a career in Customer Experience.
Russ Maloney, Director of Innovation Services at Banner Health, joins episode one of Designing Next to talk about how he and his team have introduced innovation into Banner Health, a large health system with 28 hospitals and over 50,000 employees. In the episode, he shares the lessons he’s learned over the last few years, how they’ve introduced innovation into the culture, and what they are focusing on moving forward.
Introducing Designing Next: Achieving Growth Through Transformation and Innovation, a new podcast that speaks to experience design and innovation leaders about envisioning and designing new consumer-centric futures. Every two weeks, hosts Steve Koch and Chad Brough speak to a new guest in order to gain insights and learnings from those who are designing new experiences on a daily basis.