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Home > Forrester's CX Cast > 100: How Quest Diagnostics Collaboratively Built Its Future-State Roadmap
Podcast: Forrester's CX Cast
Episode:

100: How Quest Diagnostics Collaboratively Built Its Future-State Roadmap
Category: Business
Duration: 00:17:15
Publish Date: 2017-06-08 12:31:58
Description: itunes pic

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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Relevant Forrester research:
On this 100th episode, a special thanks goes out to the following individuals who have made this podcast possible:
You, the listeners.
Deanna Laufer, our fantastic, former co-host.
Will Willsea, for editing and producing.
Gabriella Zoia, for coordinating new episodes.
Nick Welles, for managing the studio and showing us the ropes.
Phil Stern, for strumming the music.
And all of our guests.
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