Managing CX well, let alone even establishing a formal CX program, requires coordination across the organization. In this episode, Laure Park, VP of Customer Experience at Quest Diagnostics, joins us for a candid discussion of lessons learned from building a CX program in a complex ecosystem within the healthcare industry. From the outset, Laure fostered key partnerships with IT and Marketing to collaboratively design their intended future-state experience. This is part one of a two-part series with Laure Park.
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