Discussion: "Customer Experience Management"

Respond to the following

• Examine the potential mutual benefits that are afforded to health care organizations and their respective customer populations when health care organizations design and manage all-encompassing customer experiences. Provide an example of such potential mutual benefits to support your rationale.

• Appraise the value of the innovation guidance for the assembly and management of customer experiences provided by Bernd Schmitt's CEM framework. Provide at least two specific examples of CEM framework that apply within a health care organization with which you are familiar.