Airica Steed, EdD, MBA, RN

As healthcare continues to grapple with unprecedented change - defined by escalating costs, declining reimbursement, and increasing demands for high quality care and service; the ability to adapt to the ever-changing landscape by embracing innovation is critical. On the wake of this global burning platform, it is imperative to create an exceptional world-class experience centered around the customer. The underpinning of this journey encompasses a strong value proposition by borrowing innovative standards from the hospitality and retail service industry and establishing an infrastructure for service and operational excellence.

Session Objectives:

•Understand the “customer centered” transformational strategy borrowing innovations from the hospitality and retail service industry

•Learn key best practices and interventions employed through a real-life case study

•Hear lessons learned and obstacles overcome