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Transforming Healthcare through Customer Experience Strategy with Stan Glezer
- Could you describe your overall experience in the program, highlighting any surprises and key takeaways?
- How did the faculty’s expertise influence your learning and future aspirations?
- How did the New York City Retail Tour enhance your understanding of CX?
- Could you share a specific store visit that impacted you?
- Do you feel better equipped to innovate in your role after completing the program?
- In what ways do you think this program will influence your professional practices or career trajectory?
- Upcoming Program: Designing Customer Experiences
Q&A with Stan Glezer
Stan Glezer, a seasoned professional with 30 of experience in the biopharmaceutical and medical technology sectors, currently serves as Managing Director at Outcome Capital LLC. During his career, Stan has been instrumental in the development of a wide range of healthcare products, from novel insulin analogs and drug delivery systems to diagnostic devices and oxygen concentrators.
During the program, Stan explores how integrating customer experience into product development can further revolutionize patient care and product success in the healthcare sector. To get some key insights into the future of the healthcare business, we asked Designing Customer Experiences: From Strategy to Execution program participant Stan Glezer a few questions.
Could you describe your overall experience in the program, highlighting any surprises and key takeaways?
The program was a dynamic blend of theoretical and practical learning, which made it incredibly engaging. One of the unexpected highlights was our NYC retail tour, where we dove into innovative approaches to customer experience, bringing theoretical concepts to life. The diversity among the participants was also striking; we had people from various countries and industries, which enriched our discussions and offered a multitude of perspectives on applying CX principles in different contexts. The practical approach was exemplified by using real-life retail stores as case studies, allowing us to see customer experience design in action. This holistic approach, combined with the expertise of program faculty directors Bernd Schmitt and Markus Giesler, who were both knowledgeable and engaging, made the learning experience deeply impactful and thought-provoking.
How did the faculty’s expertise influence your learning and future aspirations?
The professors were not just knowledgeable; they were truly passionate about engaging us in the subject matter. Their ability to provoke thought and integrate our diverse experiences into the learning made the course feel more like a collaborative forum than a traditional academic program.
How did the New York City Retail Tour enhance your understanding of CX?
The Retail Tour was a significant highlight. Typically, I visit retail stores with a utilitarian mindset, looking for something specific to buy. The tour made me think about the retail environment from a structured customer experience perspective. The theoretical concepts we learned took physical shape, and I saw them applied with varying degrees of success by different brands. We observed multiple approaches to executing the same CX strategy, akin to a lab or practicum in traditional university courses.
Could you share a specific store visit that impacted you?
One standout example was visiting a store with black walls and red lights, creating an immersive environment. This design made me feel like I had entered the brand’s world. The store’s layout strategically separated customer flows, with current products highlighted at the entrance and innovative products on a central pedestal. This setup allowed sales personnel to provide tailored support based on the area of the store customers selected. The dynamic interactions with sales staff, who acted as true brand ambassadors, showcased excellence in designing impactful customer experiences.
Do you feel better equipped to innovate in your role after completing the program?
Absolutely. The idea of designing products not just as a set of features but as components of a desired customer experience influences both product design and the framework of services and environments needed around it. This fosters cross-functional collaboration around a common customer-centric strategy.
In what ways do you think this program will influence your professional practices or career trajectory?
While the program might not change what I do, it will impact how I do it. My personal mission is to improve the lives of patients through novel health technologies. Viewing patients as customers and focusing on their experience with technology, rather than just its clinical utility, can increase acceptance and support better adherence and compliance—key issues in managing chronic diseases.
Upcoming Program: Designing Customer Experiences
$9,950
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