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In the dynamic landscape of the healthcare industry, where the stakes are high and the challenges are ever-evolving, the need for a robust and healthy environment cannot be overstated. Faith Zaslavsky, a seasoned leader in the field, sheds light on the critical elements that contribute to the prosperity of any healthcare organization — an environment that prioritizes stakeholders, embraces transparency in leadership, fosters innovation, values human connection, and tackles the perpetual challenge of maintaining positivity in the face of adversity.
In today’s episode, Shawn Nason interviews the CEO of Theralink Technologies, Inc. as she shares her experiences and insights from her career in life sciences and oncology. Faith emphasizes the importance of creating a healthy environment for stakeholders, transparency in leadership, and the need for innovation in healthcare. Faith also discusses the importance of human connection in the workplace and the challenge of maintaining positivity in a challenging industry. She concludes with advice for women entering any industry, emphasizing the importance of asking questions and seeking guidance.
In This Episode
[02:24] Faith's role at Theralink
[03:34] Transparency as a key insight
[11:40] The patient-centered mission
[14:04] The need for disruptors in oncology
[20:28] Connecting humans with the science
[23:39] Motivating and connecting with younger team members
[26:16] Advice for women in the industry
[27:31] The Combustion Questions
What We Learned from Faith Zaslavsky
The importance of creating a healthy environment where both internal and external customers can thrive.
Tailoring interactions to meet people where they are and helping them engage in the process of innovation and change.
The significance of transparency in leadership roles, ensuring that everyone has a seat at the table and that cross-functional teams understand each other's priorities.
The importance of putting patients at the center of healthcare work and offering something different from what is currently available.
Finding ways to bring joy and personal connection to the job, even in a challenging industry like life sciences.
Notable Quotes
[2:59] “When you’re a leader, it’s really important that the folks that you’re leading feel like they’re a part of the process, the innovation, the change, the mission, all of that.”
[09:06] "Putting that connection of what you do to improve lives out in front keeps all of your human resources connected and what part they play in that, and praising them and having that broad corporate recognition is something that's very powerful.”
[26:47] “Find people around you and ask questions. Don’t be afraid to ask questions. Don’t be afraid to gather context for whatever it is that you’re doing.”
Our Guest
Faith Zaslavsky, a seasoned executive, served as President and GM of a $2 billion genetics firm's Oncology Unit. With 23+ years in genomics, her leadership led to transformative developments, making genomics accessible in clinical practice. Now steering Theralink assay initiatives, Faith continues her impactful journey, striving to save lives through innovative healthcare solutions
Resources & Links
Faith Zaslavsky
LinkedIn: https://www.linkedin.com/in/faith-zaslavsky-baa56651/
Shawn Nason
LinkedIn: https://www.linkedin.com/in/nasonshawn/
Instagram: https://www.instagram.com/manonfiresocial/
Twitter: https://twitter.com/manonfiresocial
Website: https://shawnnason.com/
MOFI: https://www.mofi.co/
The Combustion Chronicles Podcast
Website: https://shawnnason.com/combustion-chronicles-episodes/
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In a world constantly evolving with technological advancements and innovative breakthroughs, it's easy to assume that every aspect of our lives will also see remarkable progress. However, when it comes to healthcare, particularly the patient experience, the journey towards improvement has been a challenging one.
In today’s episode, Shawn Nason interviews Denise Wiseman, founder of The PX Community, a healthcare organization aiming to improve the patient experience. Denise shares her journey in the healthcare industry, her motivation for founding The Community, and her vision for its future. She discusses the challenges in improving patient experience, the need for a mindset change in healthcare, and the importance of collaboration among all stakeholders. Denise also emphasizes the need to think differently and take risks in order to make significant changes in the healthcare industry.
In This Episode
[00:40] Introduction to Denise Wiseman
[02:33] Catalysts that led Denise into the field of patient experience
[05:05] The biggest challenge in improving patient experience
[08:47] Healthcare's misunderstanding of patient experience
[11:55] Lack of improvement in patient experience in healthcare since 2013
[13:06] Challenges in enhancing patient experience
[14:39] The birth of The Community
[19:01] Making a ruckus in healthcare
[23:07] Building a network hub
[24:46] ‘How Might We’ statement
[25:42] Equipping people for change
[26:37] Changing the healthcare mindset
[27:46] The combustion questions
What We Learned From Denise Wiseman
The catalyst for change can come from personal experiences and the wisdom of others
There is still a long way to go in improving patient experience
The Community was founded to provide resources and support for healthcare professionals dedicated to improving patient care
Collaboration and unity are important for the future of healthcare
Awareness is the first step towards making a significant impact on healthcare
Notable Quotes
[05:15] “The work of patient experience is siloed in a number of ways. But when you think about patient experience, it is everything we do in health care, either directly or indirectly touches the patient..”
[09:06] “I think the fundamental problem is that health care doesn't understand what patient experience is. And this is a large problem that I don't think we can overcome.”
[19:39] “When we show up to make a ruckus, we're doing generous work. We're doing work on behalf of those we seek to serve.”
[20:20] “Being a ruckus maker to me is identifying those things that are problematic in health care that we're all aware of. But so many people are scared to point it out.”
Our Guest
Denise Wiseman, a healthcare visionary and social entrepreneur, founded The PX Community (PXC) in 2021 to revolutionize healthcare by removing barriers to patient experience support. With over a decade in the field, she encourages innovative thinking and fosters connections that go beyond organizations. Denise's mission: "Make a Ruckus That Makes a Difference."
Resources & Links
Denise Wiseman
LinkedIn: https://www.linkedin.com/in/wisewoman1/
PX Community: https://www.thepxcommunity.com/
Shawn Nason
LinkedIn: https://www.linkedin.com/in/nasonshawn/
Instagram: https://www.instagram.com/manonfiresocial/
Twitter: https://twitter.com/manonfiresocial
Website: https://shawnnason.com/
MOFI: https://www.mofi.co/
The Combustion Chronicles Podcast
Website: https://shawnnason.com/combustion-chronicles-episodes/
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The healthcare landscape has always been a dynamic and ever-evolving domain, driven by scientific advancements, breakthroughs, and shifting demographics. However, the COVID-19 pandemic that erupted in early 2020 brought about seismic changes, rapidly transforming the way healthcare organizations operate and strategize. In the midst of these challenges, healthcare leaders and professionals had to adapt and recalibrate their strategies to meet the evolving needs of patients, maintain the safety of their staff, and ensure the resilience of their healthcare systems.
In today’s episode, Shawn Nason sits down with Liz Popwell, Chief Strategy and Transformation Officer for Stony Brook Medicine. They discuss Liz’s understanding of strategy, the importance of aligning strategy with an organization's mission and vision, and the role of partnerships. Liz also shares how the pandemic shaped their strategic plan and mindset, emphasizing the need to be patient-centric and consumer-centric.
In This Episode
[04:26] How strategy intersects with the patient, family, and employee experience in healthcare organizations
[06:08] The importance of aligning mission and vision with external partnerships
[10:32] How the pandemic has shaped Stony Brook Medicine's strategic plan and mindset
[11:44] The fortunate position of Stony Brook Medicine with bounced-back volumes and finances, and the anticipation for the new strategic plan
[13:17] How the pandemic changed Liz’s mind about strategy
[16:08] Incorporating the patient's voice in serving under-resourced communities at Stony Brook
[19:03] Making room for the voice of clinicians in the strategic plan
[21:29] “How might we” statement
[24:48] The Combustion Questions
What We Learned From Liz Popwell
Strategy plays a crucial role in making healthcare organizations stand out, and each organization has unique attributes that make them shine.
A patient-centric approach is essential, considering the patient, family, and employee experience when developing a strategy
Prioritizing the voice of the patient in decision-making processes is crucial, and organizations can gain valuable insights from market studies, community engagement, and student feedback.
Transforming the healthcare industry into a people-first business model involves understanding patient needs, improving patient education, fostering collaboration, and leveraging non-traditional partnerships.
Notable Quotes
[02:36] “Strategy for me has always been about differentiation. It's always about how you can make your organization shine compared to other organizations.”
[04:31] “Ultimately, your strategy is your roadmap to live out your mission and your vision statements for your organization.”
[13:27] “I think the biggest thing that changed in my mind is I always knew we needed to be patient-centric, consumer-centric. But I didn't realize just how much we needed to double down on that.”
Our Guest
Liz Popwell is the Chief Strategy and Transformation Officer at Stony Brook Medicine, responsible for strategic planning, implementation, and business development. With prior experience as Chief Strategy Officer at Ascension Michigan, she improved market share, reduced out-of-network care rates, and fostered numerous transformative partnerships. Liz is a healthcare leader driving strategic success.
Resources & Links
Liz Popwell
LinkedIn:https://www.linkedin.com/in/strategysuccess/
Twitter: https://twitter.com/epopwe01
Shawn Nason
LinkedIn: https://www.linkedin.com/in/nasonshawn/
Instagram: https://www.instagram.com/manonfiresocial/
Twitter: https://twitter.com/manonfiresocial
Website: https://shawnnason.com/
MOFI: https://www.mofi.co/
The Combustion Chronicles Podcast
Website: https://shawnnason.com/combustion-chronicles-episodes/
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What if the healthcare system revolved around you, the patient, and not the other way around? Imagine a world where your healthcare experience was as tailored and personalized as your favorite streaming service's recommendation algorithm. In today's rapidly evolving landscape, the concept of Consumer-Focused Healthcare is no longer just a utopian dream; it's a reality that's reshaping the way we approach our well-being.In today’s episode, Shawn Nason chats with Deb Gordon, a former CEO turned author and patient advocate. They discuss the high cost of healthcare in America and the need for consumer-focused healthcare. Deb shares her journey and motivation to help others navigate the complexities of the healthcare system. They also explore the barriers that need to be removed to level the playing field, with a focus on cost and empowering individuals to have control over their healthcare spending. Deb emphasizes the importance of making people feel heard and cared for in their healthcare experiences.In This Episode[01:53] Deb's journey from CEO to author to patient advocate extraordinaire[04:34] Why do we pay so much for healthcare in America and get so little?[06:53] The shopping experience as an analogy for understanding the broken healthcare system[11:16] The need for consumer-focused healthcare[19:22] Barriers to leveling the healthcare playing field[20:40] Addressing the issue of healthcare costs[22:03] Removing the minutia of healthcare[23:01] Motivation and energy in healthcare advocacy[27:16] Blowing up traditional healthcare models[34:14] The high cost of healthcare in AmericaWhat We Learned From Deb GordonMany people are unaware that independent advocates exist and can provide invaluable assistance in navigating the complex healthcare system. It is important to educate individuals about these resources and their benefits.Seek help sooner rather than later: People often struggle to ask for help, even when they know it's available. Encourage individuals to overcome their reluctance and reach out for assistance when needed.The healthcare industry is constantly evolving, presenting new challenges and scenarios. This emphasizes the need for expert guidance to navigate these changes effectively. Encourage healthcare professionals and advocates to approach their work with empathy and understanding, recognizing the importance of addressing consumer vulnerability and providing support.Notable Quotes[22:45] “Let people get what they need, let doctors and hospitals do what they think is right, and let individuals make good decisions for themselves.”[24:07] “It is so universal that people just want to feel well, to feel respected, to feel listened to, to feel taken care of.”[27:32] “We shouldn't have a system so broken that you need a guide to get you through it.” [30:29] "Let's protect everyone from that catastrophic financial risk. Then on top of that, employers can do more, and individuals can do more.Our GuestDeb Gordon is a dedicated healthcare advocate with a career focused on equity. As CEO of Umbra Health Advocacy and co-director of the Alliance of Professional Health Advocates, she champions innovation and patient empowerment. An accomplished author, she penned "The Health Care Consumer's Manifesto."Resources & LinksDeb GordonLinkedIn: https://www.linkedin.com/in/gordondeborah/Website: https://umbrahealthadvocacy.com/Twitter: https://twitter.com/gordondebShawn NasonLinkedIn: https://www.linkedin.com/in/nasonshawn/Instagram: https://www.instagram.com/manonfiresocial/Twitter: https://twitter.com/manonfiresocialWebsite: https://shawnnason.com/MOFI: https://www.mofi.co/The Combustion Chronicles PodcastWebsite: https://shawnnason.com/combustion-chronicles-episodes/Learn more about your ad choices. Visit megaphone.fm/adchoices
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Picture this: a healthcare system that doesn't discriminate based on income, geography, or social status. A system where everyone, regardless of their background, has equal access to quality medical care. Unfortunately, the reality we face today is far from this ideal. Healthcare disparities, soaring costs, and a lack of access have created a chasm that separates those who can afford care from those who cannot.
In this episode, Shawn Nason interviews Dr. YiDing Yu setting out on a crucial mission—to explore the intricacies of bridging the divide in healthcare. They discuss the core issues in healthcare, including misaligned incentives between patients, providers, and payers, and the need to empower patients and improve the payment system. Dr. YiDing Yu emphasizes the importance of making incremental changes and leveraging technology, such as artificial intelligence, to streamline processes like prior authorizations.
In This Episode
[02:10] YiDing’s journey as a serial entrepreneur
[04:01] The brokenness of the healthcare industry
[06:24] The challenge of making change in healthcare
[07:11] Magic wand: Empowering patients to make choices
[10:54] The starting block to transform payment
[12:04] Challenges in changing health insurance and payment
[14:40] Using technology to streamline prior authorizations
[18:22] Some of Dr. YiDing’s favorite innovations
[22:22] Bridging the divide in healthcare
[24:41] Disjointed revenue cycle
[28:59] Empowering women in healthcare
[31:14] The pipeline and supply of talented women
[32:08] The combustion questions
What We Learned From YiDing Yu
Misaligned incentives between patients, providers, and payers are a foundational problem in the healthcare system.
Empowering patients and giving them more agency in their healthcare decisions is crucial for transforming the system.
Bridging the divide in healthcare includes addressing challenges providers face in getting paid and battling insurance providers for reimbursement rates and denials.
The role of women in healthcare is important, and there is a need for mentoring, sponsoring, and promoting women to higher leadership positions.
Women should be encouraged to advocate for themselves in the healthcare industry.
Notable Quotes
[07:19] - “We have to allow patients to have more agency, more autonomy, more decision-making capacity.”
[08:42] - “Building patient loyalty doesn't necessarily generate more revenue. So it's hard to find the economic incentives to do that.”
[19:57] - “You don't have to have a master's degree in machine learning and all this crazy AI to make a profound difference to patients' lives and improve access to care.”
[31:29] - “It doesn't matter what your role is or where you are. You have the ability to change how leadership looks at your organization.”
Our Guest
Dr. YiDing Yu is a distinguished physician, acclaimed entrepreneur, and prominent healthcare innovator. As the Chief Medical Officer and Chief Product Officer at Olive, a transformative healthcare automation company, she leads product development and rapid expansion. Previously, she served as the Chief Medical Officer at Verata Health before its acquisition by Olive. She holds a magna cum laude BA in Economics from Harvard University and is renowned for her groundbreaking work, including accolades from prestigious organizations. YiDing is an international keynote speaker, captivating audiences worldwide.
Resources & Links
YiDing Yu
LinkedIn: https://www.linkedin.com/in/yidingyu/
Shawn Nason
LinkedIn: https://www.linkedin.com/in/nasonshawn/
Instagram: https://www.instagram.com/manonfiresocial/
Twitter: https://twitter.com/manonfiresocial
Website: https://shawnnason.com/
MOFI: https://www.mofi.co/
The Combustion Chronicles Podcast
Website: https://shawnnason.com/combustion-chronicles-episodes/
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Can we truly afford to ignore the untapped potential of half the population when it comes to healthcare leadership? Imagine the transformative power of revitalizing this sector with more women and diversity at the helm. It's not just a question of 'why,' but a resounding 'why not?'
In today’s episode, Shawn Nason welcomes back Robin Glasco, an executive search consultant in the healthcare industry to the show. They discuss Robin's recent activities, including the launch of a women executive leadership advisory group. They also delve into Robin's accidental entry into healthcare and her passion for supporting women executives. The conversation touches on the importance of diversity in leadership, frustrations with current healthcare practices, and ideas for revolutionizing the industry.
In This Episode
[00:40] Introduction to Robin Glasco
[03:24] Launching a women executive leadership advisory group.
[05:11] Robin’s accidental entry into healthcare
[07:58] Robin’s rewarding experiences in healthcare
[11:02] Emerging industry trends and future prospects in healthcare
[11:06] Women leaders in healthcare
[13:35] Improving healthcare experiences
[19:33] How might we segment
[22:25] The combustion questions
[23:45] Dance parties and Robin's love for them
[24:23] The launch of Suite.
What We Learned From Robin Glasco
Robin Glasco is a powerhouse in the healthcare industry and has launched a women executive leadership advisory group, aiming to shatter glass ceilings and empower women executives.
Robin's journey into healthcare was unplanned, but she has made a significant impact and is driving change in the industry.
The importance of having more women leaders in healthcare, with the belief that diversity in leadership leads to innovation and better outcomes.
The need to revolutionize the healthcare system, with ideas such as eliminating payers and claims and putting patients at the centre.
Notable Quotes
[08:35] “I was 26 years old when my mentor friend gave me a seat at the table and passed me the microphone, and I'd do it every chance that I get.”
[09:21] - “Some people aren't willing to walk into the front door of the clinical experience, but they were at the time willing to walk in what was the side door into alternative medicine.”
[11:26] “When there still are a lot of old legacy mindsets that are leading, leading at the helm, who still see health care in a very myopic way, It's not going to get better.”
[12:08] “Those who control the purse strings, control the decision, impacts so many things around policy, investment strategy.”
Our Guest
Robin Glasco is an esteemed executive search consultant at Spencer Stuart's healthcare practice with three decades of experience. She's an influential figure in healthcare, having led teams at Kaiser Permanente, served as the Chief Innovation Officer at Blue Cross Blue Shield of Massachusetts, and contributed as a board member to the American Telehealth Association. Robin is also a prolific author and the driving force behind the Pink Couch and Platform, addressing critical issues facing underserved and underrepresented women.
Resources & Links
Robin Glasco
LinkedIn: https://www.linkedin.com/in/robinglasco/
Website: https://robinglasco.com/
Instagram: https://www.instagram.com/mambarawbin/
SpencerStuart: https://www.spencerstuart.com/
The Pink Couch:https://robinglasco.com/the-pink-couch
Shawn Nason
LinkedIn: https://www.linkedin.com/in/nasonshawn/
Instagram: https://www.instagram.com/manonfiresocial/
Twitter: https://twitter.com/manonfiresocial
Website: https://shawnnason.com/
MOFI: https://www.mofi.co/
The Combustion Chronicles Podcast
Website: https://shawnnason.com/combustion-chronicles-episodes/
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Imagine a world where diseases are not just treated but predicted, where access to healthcare is democratized, and where patients are empowered like never before. This isn't science fiction; it's the potential of healthcare innovation. The possibilities are boundless, and the potential for positive change is immense.In today’s episode, Shawn Nason is joined by Dr. Karen Murphy, the Executive Vice President and Chief Innovation Officer at Geisinger Health. They discuss Dr. Murphy's career in healthcare, her passion for driving change, and the importance of collaboration and problem-solving in the industry. They also touch on the challenges and misconceptions surrounding healthcare innovation and share examples of successful transformations.In This Episode[00:51] Introduction to Dr. Karen Murphy [02:22] Dr. Karen Murphy's career path[04:18] The importance of collaboration and avoiding silos in healthcare[07:14] The Importance of purposeful innovation in healthcare[09:36] The Influence of culture and experience on success in healthcare and the film institute[10:39] What made Dr. Karen an effective healthcare innovator[13:39] Common misconceptions and challenges in health care innovation.[16:47] Human-centered design in healthcare leadership[21:56] How might we statements[23:26] Payment transformation[23:41] The combustion questionsWhat We Learned From Dr. Karen MurphyCollaboration and breaking down silos are essential for fostering innovation in healthcare.Innovation should have a purpose and aim to solve real problems with measurable outcomes.Balancing patient care with the need for experimentation and iteration is a challenge in the healthcare industry.Successful healthcare transformations include an AI-based colon cancer detection program and a remote patient monitoring system for complex hypertension.Human-centred design plays a crucial role in healthcare innovation, from empathy to implementation.Notable Quotes[04:21] -“Our philosophy is we work with the willing.”[04:38] - “We define innovation as a fundamentally different approach to solving problems that have quantifiable outcomes.”[08:19] - “We use virtual nurses to admit and discharge patients from the hospital.”[11:04] - “During my time at the hospital, I worked with so many that wanted to change, were willing to change, and just didn't have the way to change.”[11:43] - “I'd like to change the world as long as nobody changes me.” [22:28] - “We have got to get to a payment transformation that promotes wellness, promotes prevention, and does not incentivize.”Our GuestDr. Karen Murphy is the EVP and Chief Innovation Officer at Geisinger Health's Steel Institute for Health Innovation, serving rural and urban Pennsylvania. With a career spanning public and private sectors, she's been a driving force in healthcare transformation. Former Pennsylvania Secretary of Health, Dr. Murphy tackled pressing issues like the opioid crisis. As the head of the State Innovation Model Initiative at CMS, she led a $990 million investment in nationwide healthcare innovation. An accomplished author and sought-after national speaker on health policy and innovation.Resources & LinksDr. Karen MurphyLinkedIn: https://www.linkedin.com/in/karen-murphy-58094638/Shawn NasonLinkedIn: https://www.linkedin.com/in/nasonshawn/Instagram: https://www.instagram.com/manonfiresocial/Twitter: https://twitter.com/manonfiresocialWebsite: https://shawnnason.com/MOFI: https://www.mofi.co/The Combustion Chronicles PodcastWebsite: https://shawnnason.com/combustion-chronicles-episodes/Learn more about your ad choices. Visit megaphone.fm/adchoices
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In the ever-evolving landscape of healthcare, the pursuit of excellence is an unwavering commitment. The healthcare industry is a dynamic and multifaceted realm, where innovation and adaptation are essential for delivering high-quality patient care. At the heart of this mission lies the intricate web of learning and development – the cornerstone upon which the healthcare industry builds its future.
In today’s episode, Shawn Nason is joined by Hillary Miller, the Vice President and Chief Learning Officer for Penn State Health. They discuss Hillary's background in learning and development, the intersections between experience and learning, and the challenges of building programs for a diverse population in a clinical setting. They also touch on the importance of onboarding and making it a meaningful experience. Hillary highlights the "Grow Portfolio" initiative at Penn State Health, which aims to remove financial barriers and support employees' growth and development. They also discuss the importance of not limiting individuals based on past experiences and the value of human-centered design in creating effective learning experiences.
In This Episode
[01:28] Hillary’s background in learning and development
[05:22] The intersections between experience and learning
[08:34] Approaching onboarding as a meaningful experience
[11:44] The Grow Portfolio pilot program
[14:19] The importance of trust and communication in learning and development
[19:05] Designing learning opportunities based on employee needs
[20:54] The challenges of labeling people
[25:05] Creating learning experiences in healthcare
[26:28] Hiring based on attitude and behavior
[28:04] The Combustion Questions
What We Learned From Hillary Miller
Engagement and fun are essential in learning, regardless of age or industry.
Tailoring learning experiences to the audience's backgrounds, skills, and cultures leads to more effective outcomes.
The Grow Portfolio Initiative at Penn State Health aims to provide fully paid programs in various fields, removing financial barriers for entry-level employees.
Emotional intelligence and self-awareness are crucial for leadership roles.
"How might we" statements can be used in human-centred design to foster innovation and problem-solving.
Notable Quotes
[01:54] “Engagement and fun and play, sometimes we forget that's not just for kids. Adults need that interaction.”
[04:56] “A lot of times we use learning synonymously with training, education, development, the training, development, education are three very different things.”
[00:06:53] “I could be the best technical functional leader on the planet, but if I don't know how to talk to people, I don't listen. I don't critically think. It doesn't matter.”
[07:45] "I love human skills, not soft skills because it's not soft and it's not easy many times."
[16:28] “ You manage things, you do not manage humans, you lead them.”
Our Guest
Hillary Miller, VP & Chief Learning Officer at Penn State Health, boasts 15+ years of learning leadership experience. Formerly at Paragon and HCA, she excels in public, for-profit, and non-profit healthcare. Experienced in gamification, Agile Learning, and more. Certifications in strategic comms, Lean Six Sigma, Crucial Conversations, and Epic Resolute Billing
Resources & Links
Hillary Miller
LinkedIn: https://www.linkedin.com/in/hillary-m-75997336/
Shawn Nason
LinkedIn: https://www.linkedin.com/in/nasonshawn/
Instagram: https://www.instagram.com/manonfiresocial/
Twitter: https://twitter.com/manonfiresocial
Website: https://shawnnason.com/
MOFI: https://www.mofi.co/
The Combustion Chronicles Podcast
Website: https://shawnnason.com/combustion-chronicles-episodes/
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Diversity, equity, and inclusion is a challenge that corporations all over the nation are trying to conquer. Some have settled for checking the box, but privately, they’re still operating under the same hard and fast rules that they’ve always used. In other cases, some efforts are being guided by forward-thinking leaders with a vision to make the dream of equality in the workplace a reality.
In today’s episode, Shawn Nason speaks with Arianne Dowdell. Arianne is one of the champions of workplace equity who boldly pushes the envelope and strives to make her organization reach its full potential. She’s the VP of Diversity, Equity, and Inclusion at Houston Methodist and a true champion of the community. Today, she and Shawn sit down to discuss her views on diversity in healthcare, how to bring about change and how she strategically weaves her passion for storytelling into making the world a healthier place!
In This Episode
(2:46) – How Arianne’s passion for people has evolved through life experiences.
(3:11) – The days that she’s really tired motivate her for the next day.
(3:52) – The diversity of people, genders, and ages have helped her prepare for her current role.
(7:02) – Healthcare falling behind in DEI.
(9:49) – Checking the DEI box will never be an option.
(10:50) – The importance of leaving a lasting impact.
(14:30) – The value of connecting with people on an internal and external level.
(17:35) – Accountability and making sure diverse voices are heard.
(20:29) – Thoughts on adding persons of color in the healthcare systems.
(22:30) – The Combustion Questions
(24:31) – Advice for women wanting to move into leadership in healthcare.
What We Learned From Arianne Dowdell
Helping people is one of the key drivers that keeps Arianne moving forward.
The learning curve relating to DEI and the things she’s doing to move it forward.
Impact and vision are important to her.
Arianne firmly believes in the concept of storytelling.
Seeing the community as part of the healthcare puzzle.
Notable Quotes
(2:55) – “I’ve never chased a title in my life, it's always just being about making sure that people know that they’re heard and seen.”
(16:12) – “What we do is put the patient at the center of what we do every day.”
(17:59) – “I also think we have to take a step back when we look at healthcare and look at our communities.”
(21:09) – “Tell people to stop being so scared to have somebody that doesn’t look like them sitting in the C-suite.”
(25:10) – “It’s okay if everyone doesn’t like you but everyone will respect you and that’s what I pray happens when I leave this earth is that I will be someone who is respected for the work I do every day.”
Our Guest
Arianne Dowdell is the Vice President and Chief Diversity, Equity & Inclusion Officer for Houston Methodist. She is responsible for leading the vision for unparalleled safety, quality service, and innovation through diversity, equity, and inclusion by stewarding system-wide DEI strategy implementation and development through key partnerships. She also serves as associate director of the Houston Methodist Neal Cancer Center where she’s responsible for building the DEI department that will be initially focused on increasing representation amongst its employees in the cancer center.
Resources and Links
Arianne Dowdell
LinkedIn: https://www.linkedin.com/in/arianne-d-42548361/
Shawn Nason
LinkedIn: https://www.linkedin.com/in/nasonshawn/
Instagram: https://www.instagram.com/manonfiresocial/
Twitter: https://twitter.com/manonfiresocial
Website: https://shawnnason.com/
MOFI: https://www.mofi.co/
OFFOR Health: https://www.offorhealth.com/
The Combustion Chronicles Podcast
Website: https://shawnnason.com/combustion-chronicles-episodes/
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Have you ever wondered what it would be like to receive healthcare that is not only efficient and effective, but also filled with love and magic? Imagine a world where every interaction with a healthcare professional leaves you feeling seen, heard, and cared for. It may sound like a dream, but for Dr. Adrienne Boissy, it's a vision that she is determined to turn into reality.
In today’s episode, Shawn Nason sits down with Dr. Adrienne Boissy, a pioneer in healthcare experience management to discuss the importance of integrating patient and employee experiences in healthcare, powered by empathy, innovation, co-design, and evidence-based research. They also discuss the role of Chief Experience Officers in healthcare and the need to infuse love and magic into patient interactions.
In This Episode
[02:19] Dr. Adrienne’s best day in healthcare
[06:10] How Dr. Adrienne’s experience with illness changed her perspective on finding joy in everyday moments
[07:31] From Neurology to Experience Management
[11:44] The importance of making the patient experience magical
[14:58] Baking humane moments into healthcare operations
[17:58] The evolving role of Chief Experience Officers in healthcare
[23:36] The importance of business acumen in the world of experience
[26:01] The role of maverick thinkers in healthcare.
[30:33] Experience as a discipline and the need for leadership support
[35:40] Importance of dreamers and doers in bringing about real transformation
[36:52] The Combustion Questions
What We Learned From Dr. Adrienne Boissy
Empathy plays a crucial role in healthcare, as small moments of joy and gratitude can make a big difference in patients' lives.
Patient experience should be redefined by infusing love and magic into every interaction, making healthcare more personal and human.
The role of Chief Experience Officers (CXOs) in healthcare is evolving, with a shift towards everyone being a CXO and focusing on influencing outcomes for patients.
Business acumen is important in healthcare, as leaders need to be maverick thinkers while also understanding their audience and speaking their language.
The phrase "how might we" has transformative power in healthcare, encouraging people to dream and think differently to find solutions even in challenging situations.
Notable Quotes
[18:40] “Everyone has to be a chief experience officer in the future of health care.”
[26:08] - “I see healthcare as a place for the dreamers and the doers. It's a partnership made in heaven.”
[27:51] - “To be a thought leader and experience work, you have to know the evidence and hopefully be producing it yourself.”
[31:09] “Now is the time for leaders to step up to the plate and lead in ways they haven't led before or haven't always had the opportunity to. Seize the moment.”
[36:17] "Real transformation requires you to think differently, act differently, try things, fail, and make your failure better when you move on.”
Our Guest
Dr. Adrienne Boissy, a pioneering figure in healthcare experience management, holds dual roles as Qualtrics' inaugural Chief Medical Officer and practicing neurologist at Cleveland Clinic. She champions integrated patient-employee experiences driven by empathy, tech, co-design, and research, reflected in her extensive publications on humane health experiences.
Resources & Links
Dr. Adrienne Boissy
LinkedIn: https://www.linkedin.com/in/boissyad/
Shawn Nason
LinkedIn: https://www.linkedin.com/in/nasonshawn/
Instagram: https://www.instagram.com/manonfiresocial/
Twitter: https://twitter.com/manonfiresocial
Website: https://shawnnason.com/
MOFI: https://www.mofi.co/
The Combustion Chronicles Podcast
Website: https://shawnnason.com/combustion-chronicles-episodes/
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My guest today has a passion for pushing the boundaries of the customer experience and a keen eye for unlocking and maximizing the true potential of a workforce.
Scott Roth, is Chief Customer Officer at Beamery, the leader in talent lifecycle management. He is responsible for designing, building, and implementing talent transformation initiatives to unlock the potential in their workforce and ultimately achieve key business targets.
I sit down with Scott to talk about his role at Beamery and what strategies companies are adopting to hire new talent, increase retention, and rehire ex-employees in a post COVID, quiet quitting, great resignation era. Whether you are a recruiter or a job seeker or already working, this is one discussion you don’t want to miss!
In This Episode:
(01:37) – Welcoming Scott Roth to The Combustion Chronicles.
(02:04) – The best part of being a CCO at Beamery.
(03:54) – Navigating the great resignation, quiet quitting, and remote work.
(06:42) – Why companies should stay engaged with previous employees.
(10:37) – On making a career in talent life cycle management.
(15:46) – On being maverick-minded and human-obsessed.
(19:21) – Scott’s advice for CCO’s and HR.
(17:41) – The best advice Scott received about leadership.
(21:16) – Scott’s next big idea.
(24:10) – Scott takes the combustion questions.
What We Learned from Scott Roth
Scott believes that employers should listen to their employee base to determine overlapping things that they are recommending or asking for.
A lot of corporations have developed their teams through the Bains and McKinsey consulting model.
Managers are recognized for moving the workforce talent within the company, giving them new opportunities, thereby creating a stronger organization.
Scott’s key focus at Beamery is to drive customer centricity throughout the organization to ensure that they have a seat at the table.
Notable Quotes
[04:21] “My best advice is listen to your employee base. Listen to what they are telling you. Listen to what they are asking for. Now you can’t do every single one thing they are asking for, but there are going to be themes that develop and there are going to be the things that employees are recommending.”
[12:20] “You say what you can do and you do what you can say and you have to deliver on your promises. And I think that’s so important because at the end of the day, all you have in this world is your word and your reputation.”
[15:50] “I think it’s really important to remember: People buy from people.”
[16:08] “It’s super important to create a relationship with your customers and to make sure you know something about them. So, one of the things I strive to do when I am first meeting someone is learn about them as a human.”
Our Guest
Scott Roth, is Chief Customer Officer at Beamery, the leader in talent lifecycle management. As CCO, he works with the company’s customers to design, build, and implement talent transformation initiatives that will enable them to unlock the potential in their workforce, improve the talent experience, and ultimately achieve key business targets. Scott has also led professional services teams at Medallia, Oracle, Endeca and Arthur Andersen Business Consulting.
Resources & Links
Scott Roth
LinkedIn: https://www.linkedin.com/in/scotthroth/
Shawn Nason
LinkedIn: https://www.linkedin.com/in/nasonshawn/
Instagram: https://www.instagram.com/manonfiresocial/
Twitter: https://twitter.com/manonfiresocial
Website: https://shawnnason.com/
MOFI: https://www.mofi.co/
The Combustion Chronicles Podcast
Website: https://shawnnason.com/combustion-chronicles-episodes/
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Today’s episode is very special for Shawn because his daughter attended Camp Kesem, a camp founded to help children through and beyond a parent’s cancer, put on by the incredible organization led by today’s guest. Kesem is a nonprofit that works with kids of parents who’ve had cancer and Shawn has been amazed and in awe of their work, their vision, and the impact they have had on so many people.
In this episode, Shawn sits down with Alicia Kabir, Chief Executive Officer of Kesem, to talk about the challenges of running a nonprofit organization, how it feels to make such a big impact on the community, especially kids, how designing a better experience can improve someone’s life, and Kesem’s mission to help kids rediscover the joys of childhood.
In This Episode:
(02:23) – The best day she’s ever had doing what she does.
(04:35) – How designing a better experience can improve someone’s life.
(06:43) – What employers can learn from how Kesem recruits and trains college student volunteers.
(09:40) – How Alicia found her calling at Kesem.
(11:40) – Learning how to become a successful CEO.
(13:35) – On being maverick-minded and human-obsessed with kids at camp.
(16:35) – Talking about how a non-profit can grow its impact.
(17:41) – The best advice Alicia received about leadership.
(19:42) – The Combustion Questions.
What We Learned from Alicia Kabir
Alicia measures Kesem’s success by the number of tears, laughs, and hugs that they experience.
College students are the heart of Kesem’s organization.
Kesem does two things really well: Leaning into their why and giving their volunteers a lot of responsibilities.
Use the voices of the people in your community to make sure you’re making decisions that make sense to them.
Notable Quotes
[3:23] - “You can see the happiness that the kids have, the joy, thankfulness, and gratitude that the parents have. It’s such a special moment for us at Kesem.”
[8:00] - “They are our next generation of leaders and they need real responsibility and they step up and do this work time and time again.”
[17:18] - “It’s super important to listen, to get feedback and input in order to scale and to make good decisions that truly drive impact and meaning with the families that we serve.”
[18:08] - “I really am not hiding anything. You have the full story. And for me, that is leadership.”
Our Guest
Alicia Kabir is the Chief Executive Officer of Kesem, the leading national nonprofit organization that supports children affected by a parent’s cancer. She has been involved at Kesem since 2017 and began serving as CEO in 2021. Alicia had an established career in Environmental Engineering before she found her calling at Kesem, leading a successful nonprofit. Kesem offers free, creative, fun-filled programs that foster a lasting community and allows kids to rediscover the joys of childhood.
Resources & Links
Alicia Kabir
LinkedIn: https://www.linkedin.com/in/alicia-kabir-4b31a4/
Shawn Nason
LinkedIn: https://www.linkedin.com/in/nasonshawn/
Instagram: https://www.instagram.com/manonfiresocial/
Twitter: https://twitter.com/manonfiresocial
Website: https://shawnnason.com/
MOFI: https://www.mofi.co/
The Combustion Chronicles Podcast
Website: https://shawnnason.com/combustion-chronicles-episodes/
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We are deeply rooted in human-centered design. That starts with showing empathy and having a design that is inclusive. As a society we have to learn how to empathize instead of sympathize. Our guest today understands this all too well. Today's special guest is Victor Udoewa, a multi-talented rocket scientist with a personality that is just as impressive as his career bio.
In today’s episode, Shawn and Victor discuss how organizations can meet the needs of immigrants and refugees, neurodiversity, the importance of inclusive design, pulling away from mainstream institutional knowledge, and the true meaning of radical relationships.
In This Episode:
(02:23) – How Victor tells people what he does for a living.
(04:38) – Organizations meeting the needs of immigrants and refugees.
(06:26) – Talking about Inclusive design and to empathize and not sympathize.
(12:34) – Talking about Shawn’s book Kiss Your Dragons.
(19:36) – On being maverick-minded and human-obsessed with larger audiences.
(24:49) – Victor gives invaluable advice to the audience.
(28:34) – The Combustion Questions.
What We Learned from Victor Udoewa
Victor directed his design work to community development and national development.
We need to use the best trauma responsive design and research practices in working with immigrants and refugees.
Public experience is broader than the citizen experience.
The best people to help us understand the needs of immigrants and refugees are immigrants and refugees.
It’s important for the public sector to learn about inclusive design because we are in a social mission.
Experiential knowledge is more important than design knowledge.
People can connect based on experiences, values, goals, and future visions.
Notable Quotes
[05:38] - “In order to create and design a particular solution, you have to be able to name the particular problem.”
[11:03] - “If we can be experts in this type of mainstream institutional design knowledge, then other people can be experts in other types of knowledge.”
[16:29] - “Ignorance isn’t the absence of knowledge. Ignorance is the absence of relationships.”
[26:15] - “Be open and aware of all the different possibilities. And part of that involves making your intentions known.”
Our Guest
Victor Udoewa is Chief Technology Officer, Chief Experience Officer, and Service Design Lead of the NASA Small Business Innovation Research (SBIR) and Small Business Technology Transfer Research (STTR) programs. Before joining NASA, he was director of strategy at 18 F, a civic consultancy for and inside the federal government. He also worked as a global education and instructional designer and training development specialist at Google, where he created learning experiences for people in low to middle income countries around the world. He occasionally teaches math and education teachers, conducts medical and engineering research and serves as a certified help crisis and trauma counselor.
Resources & Links
Victor Udoewa
LinkedIn: https://www.linkedin.com/in/udoewa/
Shawn Nason
LinkedIn: https://www.linkedin.com/in/nasonshawn/
Instagram: https://www.instagram.com/manonfiresocial/
Twitter: https://twitter.com/manonfiresocial
Website: https://shawnnason.com/
MOFI: https://www.mofi.co/
The Combustion Chronicles Podcast
Website: https://shawnnason.com/combustion-chronicles-episodes/
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Ever wonder what exactly does a Chief Marketing Officer do? How do they define their role as a storyteller and as an engine of growth? How do they create culture centric lifestyle brands? Today’s special guest, Marisa Thalberg answers all these questions and much more!
In this week’s episode, Shawn sits down with Marisa to talk about the role of the CMO and how they fare against the new kid on the block, the new title to emerge in recent years – the Chief Experience Officer.
In This Episode:
(02:30) – Expanding on the role of a Chief Marketing Officer.
(03:27) – Becoming a storyteller and an engine of growth.
(05:54) – How to create culture centric lifestyle brands.
(10:38) – On thinking bigger and broadening her focus.
(15:30) – Chief Marketing Officer vs Chief Experience Officer
(19:10) – The challenges of being an executive mother.
(23:33) – Marisa’s advice to her younger self.
(26:59) – The best leadership advice Marisa has received about leadership.
(29:44) – The Combustion Questions
What We Learned from Marisa Thalberg
The CMO’s role is to be an engine of growth.
Marisa loves the intersection of human psychology, business, and culture.
Her best work has been with Estée Lauder, Taco Bell, and Lowe’s.
She’s been passionately advocating for executive moms for over 20 years.
Notable Quotes
[04:50] - “It’s really essential for colleagues, boards, and CEOs to understand that any good marketer is indeed an engine of growth.”
[13:43] - “We kind of glorify high risk, high reward, and we forget to remind people that sometimes, risks are risky for a reason.”
[20:09] - “You have to be willing to live in a little bit of the chaos of something new and the process comes later.”
[25:23] - “We all have different journeys. Embrace it and be proud of it, and continue to find ways to create more impact.”
[28:23] - “You can’t really talk down to people and expect them to then rise up.”
Our Guest
Marisa Thalberg is a maestro of marketing. She has been named “50 Most Influential Chief Marketing Officers in the World” by Forbes. Business Insider puts her in their top 25. She has also been named Adweek Brand Genius and Industry Drive Marketing Executive of the Year. She’s led brand and marketing efforts at organizations that include Estée Lauder, Taco Bell and Lowes. Marisa specializes in building brands across a range of industries.
Resources & Links
Marisa Thalberg
LinkedIn: https://www.linkedin.com/in/marisathalberg/
Shawn Nason
LinkedIn: https://www.linkedin.com/in/nasonshawn/
Instagram: https://www.instagram.com/manonfiresocial/
Twitter: https://twitter.com/manonfiresocial
Website: https://shawnnason.com/
MOFI: https://www.mofi.co/
The Combustion Chronicles Podcast
Website: https://shawnnason.com/combustion-chronicles-episodes/
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Innovation is at the forefront of our success. It affects every aspect of our lives be it health, agriculture, transportation, or technology. The human mind is curious by design and our desire to seek out better, more efficient solutions to our everyday problems is the reason we enjoy the lifestyle we live in today.
However, new innovation also brings about new challenges which in turn demand more innovation in order to be successfully negotiated. There is an ever present need today for companies and organizations to be maverick-minded and human-obsessed in order to improve the Experience Ecosystem™.
In today’s episode, Shawn Nason sits down with Theo Edmonds to talk about transformational creativity, courageous imagination, and leadership. Theo is a skilled, energetic, Cultural Futurist™ and innovator with 25 years of senior level strategic national and international experience spanning the private, public, and non-profit sectors.
In This Episode:
(02:30) – How Theo’s background fuels his innovation insights.
(04:50) – Talking about organization end goals and creativity.
(11:09) – Defining what courageous imagination means.
(12:45) – Theo recalls a quote from George Sparks.
(25:23) – On leaders being maverick-minded and human-obsessed.
(26:19) – Theo talks about neuroscientist Vivian Ming.
(37:15) – The best advice Theo has received about leadership.
(38:05) – The Combustion Questions.
What We Learned from Theo Edmonds
Gen Z will make up 20% of the workforce by 2025.
Digital tools are the bread and butter of contemporary society.
Courage and imagination are measurable.
Transformational creativity is already happening all the time.
Notable Quotes
[19:17] - “Courage and imagination are scientific concepts that come from across many disciplines, but there's also an art to both of those things.”
[25:38] - “Being a maverick could produce divergent ideas, but there comes a point when you have to produce convergent goals.”
[36:29] - “Human instincts are human instincts.”
[37:18] - “Leadership is a dialogue, not a monologue.”
Our Guest
Theo Edmonds is the directing co-founder of CU Denver’s Imaginator Academy, a cultural analytics strategy and futurist innovation hub. Theo works with global networks of entrepreneurs, companies, scientists, artists, creative innovators and changemakers of all kinds to find hidden opportunities that others miss.
Resources & Links
Theo Edmunds
LinkedIn: https://www.linkedin.com/in/theoedmonds
Shawn Nason
LinkedIn: https://www.linkedin.com/in/nasonshawn/
Instagram: https://www.instagram.com/manonfiresocial/
Twitter: https://twitter.com/manonfiresocial
Website: https://shawnnason.com/
MOFI: https://www.mofi.co/
The Combustion Chronicles Podcast
Website: https://shawnnason.com/combustion-chronicles-episodes/
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What does it mean to be successful at marketing? How do you run a successful marketing campaign? Companies spend millions of dollars trying to find answers to these questions. Many regard the whole concept of marketing campaigns as dark magic. In reality, it can be sized down to an exact science; as exact as conducting a symphony according to our guest today.In today’s episode, Shawn Nason sits down with marketing expert Ali Jawin to discuss the need for brand awareness in today’s highly competitive, ever-demanding B2B and B2C space. In their detailed interaction, Ali details insightful methodology and even personal struggles she had to go through to make sure that the show must go on.In This Episode:(02:06) – How Ali tells people what she does for work.(05:24) – On closing the gap between brand management and actual experience.(07:40) – What can other industries learn about brand awareness?(10:10) – Reflecting on how ballet and a doctorate degree played into her success.(14:09) – Other experiences that helped Ali reach the top of her career.(16:47) – Can large corporations be maverick-minded and human-obsessed?(20:19) – Every organization should do this one thing to improve its reputation.(23:40) – The Combustion QuestionsWhat We Learned from Ali JawinAli went into marketing thinking that she wouldn’t need to do math.Her mind has no limit on the number of things it can worry about at any given time. One of the reasons for the success of the marketing campaigns she led was that she worried about every single detail.She didn’t complete her PhD in Philosophy because she realized almost any other career was a better one.Notable Quotes[02:22] – “I see myself as a conductor and that my department is the symphony. That we get the score or the strategy that I have worked on with the rest of the executive leadership team and then it is my job to go make sure that my department executes everything as they should be. So Creative is the strings and Operations are the winds, but they all have to work together at the same time.”[05:49] – “When you think about reputation, it is that your brand is the promise that you make; and your reputation is that people actually think you are living up to that promise.”[20:36] – “Become a brand that people want to spend time with.” [24:07] – “Your employees are your best underutilized brand representatives. They live and breathe it. So, get them to do that.”[27:02] “Don't let your own head get in the way of it. Acknowledge the fear, but use that to make you better at what you're doing, not get in your way.”Our GuestAli Jawin is on a mission to demystify the processes that drive marketing success. Having built her career designing growth strategies and programs for digitally focused global organizations, she blends in a bottom-line approach with a talent for igniting brand recognition through impactful marketing campaigns that deliver quantifiable results on a global scale. Ali is Senior Vice President for global marketing company RepTrak where she is responsible for scaling the organization's global footprint and go-to marketing strategies. She has deep expertise that expands growth, marketing, marketing automation and customer acquisition for B2B and B2C.Resources & LinksAli JawinLinkedIn: https://www.linkedin.com/in/alijawin/Shawn NasonLinkedIn: https://www.linkedin.com/in/nasonshawn/Instagram: https://www.instagram.com/manonfiresocial/Twitter: https://twitter.com/manonfiresocialWebsite: https://shawnnason.com/MOFI: https://www.mofi.co/The Combustion Chronicles PodcastWebsite: https://shawnnason.com/combustion-chronicles-episodes/Learn more about your ad choices. Visit megaphone.fm/adchoices
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Experience is everything and it is a well-known fact that healthcare experiences can be absolutely horrendous at times. There is an ever-present need for all aspects of the healthcare Experience Ecosystem™ to work in sync with one another as our guest on today’s podcast will point out. In today’s episode, Shawn Nason sits down with healthcare expert and longtime friend, Sid Stolz to talk about making experiences better for people who have given up on achieving wellness; what are some of the challenges facing healthcare today; and how Sid’s company Blue Zones is incorporating the maverick-minded and human-obsessed mindset to ensure that people are better informed of the choices they have and the choices they can make. In This Episode:(02:08) – Sid talks the best part about being at Blue Zones.(03:38) – The secret sauce for making healthcare experiences better for people.(07:45) – What other companies can learn from what Blue Zones is doing.(11:35) – On taking the leap from Economics to Health & Wellness and to Experience & Design. (16:35) – Making people in healthcare more maverick-minded and human-obsessed.(20:16) – How does the new Blue Zones center incorporate the maverick-minded mindset?(22:43) – Sid’s advice to people who are just starting out in this space.(25:11) – The Combustion Questions.What We Learned from SidThe original Blue Zones were created naturally by the environment and by the cultures such as Japan, Costa Rica, Italy and Greece, and even California.The key to having a good experience in wellness is to have a provider who understands where you are in the journey and then create a plan that is personalized to you rather than the masses.Simplify the experience. Don’t make it complicated.Sid’s friends constantly reach out to him about their healthcare situation or issues.Notable Quotes[04:25] – “The key to having a good experience of wellness is to understand where you are on the journey and to have a provider or a service organization that understands where you are in the journey and then create a plan that is personalized to you.”[12:12] – “It goes back to that purpose and impact. What do I get out of bed for everyday and then am I going to make my life better, your life better, or somebody else’s life better. I love helping people.”[21:30] – “There is a lot of noise out there Shawn, in the marketplace. How do you know what’s real? How do you know what’s fake? How do you know what’s helpful to your body and to your wellness journey and what’s hurtful? And we have clinicians behind us who help us make that decision.”[23:48] – “I think it’s making it simple and manageable so that people continue the experience. You need to make the experience positive, and I think the best way to make the experience positive is to simplify it and to make people understand it.”Our GuestSid Stolz is the chief design and experience officer for Blue Zones, an organization that creates programs that transform wellbeing everywhere and at every level. Over his 35-year career, Sid has served in numerous companies such as United Health Group, CVS/Caremark, and Chip Rewards. He also serves on the board of Vesper Society, a nonprofit that focuses on health and justice in underserved communities.Resources & LinksSid StolzLinkedIn: https://www.linkedin.com/in/sidstolz/Shawn NasonLinkedIn: https://www.linkedin.com/in/nasonshawn/Instagram: https://www.instagram.com/manonfiresocial/Twitter: https://twitter.com/manonfiresocialWebsite: https://shawnnason.com/MOFI: https://www.mofi.co/The Combustion Chronicles PodcastWebsite: https://shawnnason.com/combustion-chronicles-episodes/Learn more about your ad choices. Visit megaphone.fm/adchoices
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As consumers, we rely heavily on our experiences when determining whether a product, place or service is good or bad. By creating positive experiences, brands can really establish themselves in their target niche. One way to go about it is by creating special moments and by providing enhanced comfort and ease of access that would invoke a sense of joy and happiness within a customer.
In today’s episode, Shawn Nason speaks with Lisa Holladay about improving customer experience with big brands by creating pleasant experiences and delightful moments. He also talks to her about her career evolution from a degree in Education to Chief Experience Officer at Tiger 21.
In This Episode
(02:00) – Lisa on how she tells people about what she does.
(05:04) – What’s unique about navigating experience with customers of luxury brands.
(07:55) – The 3 fundamental design principles.
(08:54) – How Lisa got into this business of creating experiences.
(11:33) – How Lisa’s past roles have prepared her for today.
(16:21) – Lisa discusses being maverick-minded and its positive impact.
(19:52) – The best advice Lisa has received about leadership.
(23:22) – The Combustion Questions.
What We Learned from Lisa
View the world with compassion and curiosity rather than criticism.
Intern at companies and organizations that you are passionate about.
If you are young enough to be going to college, take a few courses.
As leaders, be empathetic and listen first and give direct feedback.
Notable Quotes
[05:24] – “I think anytime you are asking people to give up their time regardless of whether it is a luxury consumer or not, it is super important what type of experience you are delivering. No matter how much money any of us have, we can't buy more time. So, time is super valuable.”
[06:25] – “What I try to instill in our team is genuinely caring about every single individual. Because we are smaller, we should be able to take the time to really individualize that experience and their member journey with us.”
[11:35] – “Even when I didn’t have a great leader, I was learning and I was always thinking if I am ever in this situation or have the privilege of leading other people, what am I going to take away from this that’s the good or the bad.”
Our Guest
Lisa is Chief Experience Officer at Tiger 21, the premiere membership organization for high-net-worth wealth creators. She is responsible for optimizing member experience particularly along the dimensions of learning, access, and connection. She curates an integrated portfolio of high-end member programs resulting in engagement and retention. Before Tiger 21, she held leadership roles in branding, advertising and PR at luxury brands like Mercedes Benz and Ritz Carlton.
Resources & Links
Lisa Holladay
LinkedIn: https://www.linkedin.com/in/lisa-holladay-7b39154/
Shawn Nason
LinkedIn: https://www.linkedin.com/in/nasonshawn/
Instagram: https://www.instagram.com/manonfiresocial/
Twitter: https://twitter.com/manonfiresocial
Website: https://shawnnason.com/
MOFI: https://www.mofi.co/
The Combustion Chronicles Podcast
Website: https://shawnnason.com/combustion-chronicles-episodes/
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What does it mean to use tragic circumstances as a means to serve others?
How can men take the fear, uncertainty, and vulnerability that often accompany their darkest moments and turn it into a chance to connect with others and free themselves of the social stigma surrounding men and being vulnerable?
Beyond this, what does it look like to create an environment where men can be vulnerable and open without fear of criticism or judgment?
Shawn Nason speaks with Trevor Maxwell on today’s episode to discuss his journey as a cancer survivor, what it was like to overcome his darkest moments, the mental health component that often goes unnoticed in illnesses like cancer, and how he used his cancer battle as a springboard to set an example and serve others in a similar struggle.
In This Episode
(2:21) What Trevor does at Man Up To Cancer and why he does it
(6:00) How healthcare organizations could better meet the needs of men with cancer and other serious illnesses
(7:35) Understanding how cultural conditioning influences the needs of men vs. women
(9:14) Oftentimes, men don’t have the available resources to have their emotional needs met
(12:18) Why Trevor created The Howling Place
(15:34) How Trevor’s background helped him write his book, Open Heart, Warrior Spirit.
(18:26) Finding your people: using social media to build a community
(21:28) Trevor on his “Shawshank Moment”
(25:41) What healthcare professionals need to know to help patients
(27:15) Trevor’s advice for people who want to turn their life experiences into something that serves the world
(29:35) The Combustion Questions
What We Learned From Trevor
Men are culturally conditioned to see asking for help as a sign of weakness, so even in cases such as a cancer diagnosis, men are more prone to isolate and “tough it out” than women.
There is a gap in healthcare organizations, leaving the mental health component often undervalued despite the heavy emotional burden that accompanies illnesses like cancer.
Men crave a space that allows them to share struggles with other men who understand their struggles and can offer support and understanding.
The best time to start turning your life experiences into something that serves the world is right now - start where you are.
Notable Quotes
[4:41] “The cancer world needs guys who are going to step up, be honest about it, start talking
about it.”
[7:10] “A lot of us have been conditioned to think that if we ask for help, that that is weakness.”
[20:33] “I needed to connect with others who were around the same age, you know, raising kids, going through the same challenge, like to know that I wasn't alone.”
[27:02] “If we’re gonna enter this era of precision medicine, we need to do it so that everyone gets on the train.”
Our Guest
Trevor Maxwell is the owner of Maxwell Media and PR, which is a media/public relations consulting firm. He is also an author and founder of Man Up To Cancer, a purpose-driven company that sets out to inspire men to forge connections and avoid isolation when battling cancer. With a background in consulting, writing, journalism, public relations, and being a survivor of stage 4 colon cancer, his focus is changing what the phrase “man up” means in the context of fighting cancer. He believes men are stronger as a pack than flying solo as a lone wolf. Trevor works tirelessly to spread the message that if you’re a man battling cancer, you are not alone.
Resources & Links
Trevor Maxwell
LinkedIn: https://www.linkedin.com/in/manuptocancer
Website: https://www.manuptocancer.com/
Shawn Nason
LinkedIn: https://www.linkedin.com/in/nasonshawn/
Instagram: https://www.instagram.com/manonfiresocial/
Twitter: https://twitter.com/manonfiresocial
Website: https://shawnnason.com/
MOFI: https://www.mofi.co/
The Combustion Chronicles Podcast
Website: https://shawnnason.com/combustion-chronicles-episodes/
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What does it mean to optimize to embrace a customer-obsessed mindset in your company?
While many corporations spend money and time focused on maximizing profits alone, is it possible to focus on creating a positive customer experience while producing a positive ROI executives need to see?
Beyond this, what does it look like to maximize the human experience within a highly regulated industry that incorporates extraordinary care for the employee and the customer?
Shawn Nason speaks with Amy Shore on today’s episode to discuss her journey from customer-adjacent roles to being the Executive Vice President and Chief Customer Officer for Nationwide and how that journey has influenced her trend-setting approach to maximizing customer acquisition and retention by being customer-obsessed and maverick-minded.
In This Episode
(2:03) Amy discusses her journey to being a CCO right before COVID struck
(5:00) Amy discusses the continuum of the human experience across CX and EX
(8:00) How to measure customer experience and convey that benefit to executives
(09:11) A company using the word “extraordinary” in its mission statement sets a high bar
(12:18) How customer-adjacent experiences influenced Amy’s maverick-mindset as a CCO
(14:20) The keys to being maverick-minded in a highly-regulated industry like insurance
(16:14) Rewarding and recognizing wins within the industry
(18:18) Amy’s best piece of advice about leadership
(21:40) The Combustion Questions
What We Learned From Amy
To get to the role of CCO, spend time deep-diving into what the role entails, and do not be afraid to cold call people further along than you for advice.
Even a challenge such as COVID has benefits if you are willing and able to think outside of the box and work as a team.
If you are going to use the word “extraordinary” in your mission statement, you need to have a plan in place to meet those high expectations.
You do not need to spend lots of money to reward and recognize small wins in your industry - you just need to demonstrate appreciation in a meaningful way.
The best leaders create followership. Be a leader in the mind of those who follow you - not just a leader in your own mind.
Notable Quotes
[8:57] - “A good customer experience doesn’t cost - it pays.”
[9:18] - “When you are a company that puts words like extraordinary care in your mission statement, you know that sets a very high bar, and it provided a significant amount of air cover.”
[12:55] - “Even when I was leading product development or pricing teams, understanding and thinking about how this connects to customers really matters.”
[15:14] - "Some of the most maverick-minded things we did back in the early days was identifying what we could stop doing, and building on that - building momentum and getting wins, built this flywheel of momentum.”
[19:03] - “When you are a leader, the most important thing that you need to do is to regularly look over both of your shoulders to make sure there’s actually someone behind you.”
Our Guest
Amy Shore is Executive Vice President and Chief Customer Officer at Nationwide, one of America’s leading insurance and financial services companies. With a background in customer service and leadership, her focus is developing and executing customer strategies to maximize customer acquisition and retention. She believes our differences make us stronger together, and this belief is reflected in her trend-setting work at Nationwide.
Resources & Links
Amy Shore
LinkedIn: https://www.linkedin.com/in/amy-shore-5aa06b33/
Shawn Nason
LinkedIn: https://www.linkedin.com/in/nasonshawn/
Instagram: https://www.instagram.com/manonfiresocial/
Twitter: https://twitter.com/manonfiresocial
Website: https://shawnnason.com/
MOFI: https://www.mofi.co/
The Combustion Chronicles Podcast
Website: https://shawnnason.com/combustion-chronicles-episodes/
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