The Delighted Customers Podcast with Mark Slatin

• #158 The Art of Communication: Delivering Difficult News with Compassion

  Is it possible to deliver life-changing news—with compassion—without sacrificing precious time or the physician’s own well-being? It’s a burning question for healthcare professionals everywhere, and the impact of getting it right goes far beyond the exam room. Not only does compassionate communication ease patient anxiety and foster loyalty, but it also drives better outcomes, even in the face of a system that pressures doctors to prioritize speed and productivity (those infamous RVUs!). As the demands on clinicians mount, many struggle with “compassion fatigue,” and patients often experience rushed, impersonal conversations when they need empathy and understanding most. This episode offers a solution—and hope—for both sides of the stethoscope. You should listen to this episode because my guest, Dr. Rachel Hitt, delivers a masterclass in patient communication. As Chief of Breast Imaging at Tufts Medical Center and Medical Director of Patient Experience for Tufts Medicine Integrated Network, she brings more than 20 years of clinical expertise and a passion for improving the way difficult news is shared with patients. Dr. Hitt is not only a practicing clinician; she’s a certified facilitator in healthcare communication and a certified patient experience professional, dedicating herself to coaching and elevating the next generation of physicians. Her insights are practical, inspiring, and applicable well beyond healthcare—for anyone who faces moments of tough conversations and wants to make those moments matter. Here are three powerful questions Rachel answers on the show: Why do so many healthcare professionals struggle with delivering difficult news compassionately—and how can they overcome barriers like exhaustion, lack of time, and institutional pressure? What is the ART model for patient communication, and how does it transform a monologue into a meaningful dialogue, even when sharing devastating diagnoses? How do small gestures—like a brief pause, gentle touch, or simply asking permission to enter—impact patient experience, loyalty, and even the bottom line for hospitals and health systems? Listen in and subscribe! Find this episode on Apple Podcasts and Spotify, and catch all future episodes on your favorite podcast platforms: Apple Podcasts Spotify (Available wherever you get your podcasts—just search for “Delighted Customers”!) Meet Dr. Rachel Hitt Dr. Rachel Hitt, MD, MPH, is the Chief of Breast Imaging at Tufts Medical Center and Medical Director of Patient Experience for the Tufts Medicine Integrated Network. With more than two decades of experience, she has touched thousands of lives, guiding patients and their families through some of their most vulnerable moments. Rachel graduated from Harvard Medical School and completed her residency in radiology and fellowship in breast imaging at Massachusetts General Hospital—two of the nation’s most prestigious medical institutions. She also holds a Master’s in Public Health from the University of Michigan and is a certified facilitator in healthcare communication through the Academy of Communication and Healthcare. Rachel is a Certified Patient Experience Professional (CPXP), and she’s equally comfortable in academic medical centers and private practice settings. She has dedicated much of her career to teaching, coaching clinicians, and speaking at conferences about how medical professionals can improve the patient experience—“chunking and checking” information, meeting people where they are, and nurturing authentic, empathetic relationships. Connect with Rachel on LinkedIn. References and Show Notes Academy of Communication in Healthcare Dr. Steven Tresiak’s “power of 40 seconds” research (Ted Talk) LinkedIn: Dr. Rachel Hitt Book reference: "All Business is Personal" by Dr. Joseph Michelli (from prior episodes) RVU (Relative Value Units) model in healthcare Techniques for improving patient loyalty and experience Thanks for listening—subscribe and share if you want more episodes just like this!

  --------  

  32:17

  --------

  32:17
• Introducing The Jordan Harbinger Show

  I would like to recommend The Jordan Harbinger Show. The show dives into the minds of some fascinating guests. I have become a regular listener and I hope you enjoy it too!

  --------  

  2:20

  --------

  2:20
• #157 The Anxious Generation

  What happens to innovation, team dynamics, and trust in organizations when a significant portion of employees are emotionally fragile, risk-averse, and struggle with interpersonal interactions? In this episode of the Delighted Customers podcast, I dive into the profound impact of generational shifts on workplace culture, leadership, and customer experience. Drawing insight from the best-selling book, The Anxious Generation by Jonathan Haidt, my guest Charlie Green and I explore how Gen Z—shaped by overprotective parenting, the rise of social media, and the isolating effects of Covid—are changing the future of professional services firms and beyond. The implications are not just for the workplace, but for entire industries that rely on innovation, adaptability, and trustworthiness from their teams. You need to listen to this episode because Charlie Green is not just an expert on trust—he literally wrote the book on it! As the co-author of The Trusted Advisor and founder of Trusted Advisor Associates, Charlie brings unparalleled authority and hands-on experience to the discussion. If you’re responsible for hiring, leading, or influencing teams in any organization, Charlie offers the data, the anecdotes, and the actionable advice you need to spot warning signs and respond effectively. Here are three questions Charlie answers during our conversation: What are the biggest risks facing organizations as Gen Z moves into leadership roles? How can managers recognize and respond to "emotional fragility" and risk-aversion in their teams? What practical strategies can leaders use to build trust, resilience, and effective collaboration in a hybrid, post-pandemic world? Don't miss this timely episode! Listen and subscribe to the Delighted Customers podcast on Apple Podcasts and Spotify—plus, it's available on all your favorite podcast platforms. Meet Charlie Green Charlie Green is the co-author of The Trusted Advisor and author of Trust-Based Selling. As founder of Trusted Advisor Associates, Charlie has trained, coached, and consulted with thousands of professionals in global firms like Accenture, McKinsey, and the Big Four. His expertise centers on the mechanics of trust, trustworthiness, and how deep human connection drives the best business outcomes. With decades of experience and a powerful network, Charlie is a sought-after advisor, webinar host, and keynote speaker, especially on topics of leadership and organizational culture. Charlie holds credentials in consulting and business development, and he’s committed to helping leaders at every level create more resilient, responsive, and trustworthy organizations. Connect with Charlie on LinkedIn here. Show Notes & References The Anxious Generation by Jonathan Haidt (NYT Best Seller) Trusted Advisor Associates: https://trustedadvisor.com Charlie Green's LinkedIn: https://www.linkedin.com/in/charliegreen/ Robert Putnam, Bowling Alone (book reference) Contact Charlie Green: [email protected] Subscribe, listen, and let me know what resonates!

  --------  

  24:18

  --------

  24:18
• #156 Turning Data Into CX Impact: Storytelling That Sticks

  What’s stopping CX leaders from turning mountains of customer data into executive-ready stories that prompt real change? In this episode, we dig deep into one of the most urgent—and often overlooked—challenges for customer experience (CX) teams: crafting compelling, actionable narratives from all that customer insight. Data is everywhere, but too often the dots just don’t get connected in a way that the C-suite cares about. The difference between a statistic and a strategic priority? It’s all in the storytelling. In my conversation with Ania Rodriguez, CEO of JourneyTrack, we explore the tools, techniques, and mindsets you need to bridge that gap—and the game-changing role that AI-driven storytelling is playing right now in CX strategy. If you’re a CX practitioner, product leader, or anyone tasked with influencing business outcomes through customer insight, you’ll want to hear directly from Ania. Her twenty-five years in the field, expertise in journey mapping, and insider knowledge on harnessing technology for business storytelling makes this episode essential listening. Whether you’re tired of your insights landing with a thud—or want to lead boardroom conversations that spark action—Ania’s guidance is practical, forward-looking, and instantly applicable. Here are three questions Ania answers in this episode: Why do even seasoned leaders struggle to translate customer data into executive-friendly narratives? How does JourneyTrack’s Storytelling AI automate the process of building empathy and urgency for C-suite presentations? What are the crucial integrations and data strategies for making journey management systems truly enterprise-ready—and how can you put them to work right away? Ready to supercharge your customer storytelling and move your executive team from data fatigue to decisive action? Listen now and subscribe so you never miss an episode: Apple Podcasts Spotify You’ll also find us on all your favorite podcast platforms! Meet Ania Rodriguez Ania Rodriguez is the CEO and founder of JourneyTrack, a pioneering journey management platform designed for enterprise-scale CX storytelling. With more than 25 years of experience, Ania has led transformational customer experience initiatives for some of the world’s most recognizable brands—including Google, where JourneyTrack first launched. She is also the founder and CEO of Key Lime Interactive, a renowned CX consultancy known for its expertise in journey mapping, research, and strategy. Ania’s leadership style blends human-centered design with data-driven rigor, and she has a longstanding reputation for coaching executives and teams on turning insights into action. She was among the earliest to bring AI-powered capabilities—like Storytelling AI and Recommendation AI—to journey management, ensuring that organizations can not only aggregate data from diverse sources (like Jira, Qualtrics, Medallia, Snowflake, and more) but can also deliver that information as compelling, actionable presentations tailored to any audience. Connect with Ania Rodriguez on LinkedIn Show Notes & References “Using Storytelling Playbooks to Supercharge Journey Management” (White Paper):  https://bit.ly/47gE1xE JourneyTrack platform: https://journeytrack.io/ LinkedIn: Ania Rodriguez "Made to Stick" by Chip and Dan Heath (Velcro theory of memory): https://heathbrothers.com/books/made-to-stick/ Integration partners referenced: Jira, Qualtrics, Medallia, Snowflake, Adobe Analytics, Google Analytics Forrester on Journey Management (industry wave publication): https://www.forrester.com/ Thanks for tuning in—subscribe for more expert strategies, and let’s make customer data tell the stories that drive business forward!

  --------  

  23:19

  --------

  23:19
• #155 The Evolving State of Customer Experience: Insights and Future Trends

  What happens when a profession built on human insight faces a tidal wave of change—from evolving business demands to the rise of AI? How do CX leaders stay relevant and drive meaningful results in this new landscape? This episode digs deep into the shifting world of customer experience (CX) with Greg Melia, CEO of the Customer Experience Professionals Association (CXPA). I bring Greg back to the show because he sits at the epicenter of the profession’s evolution, witnessing firsthand how CX is growing up—no longer a scrappy teenager, but a vital contributor to business outcomes. The impact of this transformation is profound: The role of the CX professional is expanding, expectations are changing globally, and methods that once worked are being questioned. If you care about getting your organization, team, or career ahead of the curve, you’ll want to hear what’s unfolding—and what’s next. Why should you listen to Greg Melia? As CEO of the CXPA, Greg is more than a thought leader—he’s a connector, advocate, and global influencer whose work directly shapes how companies and governments alike approach customer centricity. He and his team are pushing the boundaries of CX, integrating the latest research, championing AI-driven design, and framing the case for customer experience in terms the C-suite can’t ignore. If you want practical, future-facing insight from someone who leads the charge in building the future of CX, this is the episode for you. Here are three questions Greg answers on the show: What are the most significant shifts happening in customer experience today, and how is the CXPA responding? How can CX professionals and organizations approach AI ethically and effectively to enhance—not replace—the customer’s voice? What does it take to earn C-suite respect for customer experience initiatives, and how can you build a business case that drives real outcomes? Don’t miss this episode—listen, rate, and subscribe on your favorite podcast platforms! Apple Podcasts: Listen here Spotify: Listen here Or find Delighted Customers wherever you get your podcasts! Meet Greg Melia Greg Melia, CAE, is CEO of the Customer Experience Professionals Association (CXPA)—the premier global association dedicated to advancing the discipline of customer experience. Greg brings more than 25 years of association leadership to the table, having previously served at the American Society of Association Executives (ASAE) and held executive roles in strategy, membership, and organizational development. Greg has shaped CXPA’s direction during a time of profound change, leading initiatives to define the competencies of customer experience, expand global reach, and harness technology—including AI—to serve both corporate and public sector needs. Under his guidance, the CXPA has launched global research, overhauled its brand, and rolled out innovative tools, certification programs, and learning experiences to unite and uplift CX professionals worldwide. A frequent speaker and advisor on customer experience, leadership, and association management, Greg is recognized for fostering collaboration and creating professional communities that thrive in a rapidly changing world. He is committed to building the business case for customer centricity at every level and supporting the next wave of CX leaders as trusted advisors in their organizations. Connect with Greg Melia on LinkedIn: Greg Melia, CAE Show References & Resource Links Customer Experience Professionals Association (CXPA): https://cxpaglobal.org Certified Customer Experience Professional (CCXP) certification: CXPA CCXP Information CX Book of Knowledge on Amazon: Buy here CX Education courses (including “Becoming a Trusted Guide”): https://cxeducation.com/ CX Day and upcoming white paper on AI in CX: CXPA Events Jason Barro, Bain & NPS Prism: NPS Prism – Bain & Company Connect with Greg Melia on LinkedIn: Greg Melia, CAE

  --------  

  23:28

  --------

  23:28

More Business podcasts

Trending Business podcasts

About The Delighted Customers Podcast with Mark Slatin