Improving Patient Outcomes through CX Transformation

Scott discusses his wild path to CX, how he is helping Collective Health when it comes to the customer needs, and more.
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Scott Murray is the CXO at Collective Health. He spent 15+ years at eBay where he was most recently Vice President of Customer Service Technology Solutions. He played a key role in expanding their operations in Utah and co-led the transformation of eBay’s global customer service with a focus on improving the customer experience while decreasing costs annually. Scott attended the University of New Mexico where he studied Business Administration.

Something that we stress on this show is that customer experience matters. Scott is so focused on outcomes and driving real impact because when you’re dealing with people’s health, you can’t afford to get it wrong. For Scott, a good customer experience isn’t just an NPS score or a customer satisfaction number, it’s a healthy patient.

3 Takeaways:

  • It’s important to remember that the customer is an actual person and not just a piece of data.
  • Great CX leaders really care about their customers, and that relationship begins early in their careers.
  • When you embrace your customer, you represent their interests, and you aren’t content to simply stick a bandaid or a happy face on their pain points.

Key Quotes:

  • “The voice of the customer is really important. How you pull the voice of the customer from your frontline people that are talking to members every single day – those insights – all the way through your product and your technology, that then starts to really shape your overall experience.”
  • “We follow a very disciplined operational excellence plan. We have quality assurance coaches that listen to the calls and we look for common themes out of those calls.”
  • “Embrace the customer, embrace your teammates. If you take care of your people, they will take care of your customers.”


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This episode is brought to you by IBM. If you are responsible for Customer Experience, they’ve created a White Paper just for you. In the CX North Star Report, you can learn more about how to active your CX vision. Download it here.