#9 Bassem Hanna: Transform Your CX With These Proven Strategies
#9 Bassem Hanna: Transform Your CX With These Proven Strategies  
Podcast: Experts of Experience
Published On: Wed Dec 20 2023
Description: Dive into the heart of exceptional customer experience in healthcare as we unravel innovative CX strategies at Abbott. Join Lauren Wood on episode #9 of the Experts of Experience podcast as she sits down with Bassem Hanna, Global Head of Customer Experience at Abbott Laboratories. Abbott, a leader in global healthcare, is at the forefront of enhancing customer experience in a complex, rapidly evolving industry.In this episode, Bassem shares his unique approach to customer centricity, cross-functional collaboration, and leveraging AI in the healthcare sector. Discover how Abbott's innovative strategies are shaping the future of customer experience and driving success in the healthcare industry.Bassem shares his insights on navigating the challenges of global customer support, his philosophy on the role of technology in customer service, and his vision for personalizing customer interactions despite industry constraints.If you find this episode enlightening, please rate our show on Spotify and Apple Podcasts. Subscribe Now: https://www.youtube.com/@ExpertsofExperience Imagine running your business with a trusted advisor who has your success top of mind. That’s what it’s like when you have a Salesforce Success Plan. With the right plan, Salesforce is with you through every stage of your journey — from onboarding, to realizing business outcomes, to driving efficient growth.Learn more about what’s possible on the Salesforce success plan website: http://sfdc.co/SalesforceCustomerSuccess (00:00) - Introduction to Bassem Hanna and Abbott(01:07) - Bassem Hanna's Role at Abbott and CX Challenges(02:54) - Key Elements of Successful CX(06:53) - Metrics for Tracking CX Success(08:39) - Data-Driven Customer Insights(10:19) - Empowering Teams and Building Culture(14:01) - AI and Efficiency in Customer Service(17:26) - Innovations and Challenges in Implementing AI(20:33) - Personalization and Data Utilization in CX(24:56) - Navigating Data Privacy in Healthcare(27:55) - Managing Rapid Changes and Global Compliance(28:08) - Quality Management in Customer Support(30:42) - Creating a Positive Team Environment(32:36) - Bassem Hanna's Advice for CX Leaders