Simply CX
Simply CX
Podcast Description
Be part of the conversation as we unpack why business differentiation is going to come down to Simply CX. Listen in as industry experts, business leaders, and visionaries share their insights, CX in real life, and the latest technology innovations driving customer satisfaction and loyalty. From building customer trust and creating easy omnichannel engagement to data-driven decision-making and scalable growth, we cover everything you need to create connection with customers in a rapidly evolving marketplace. Whether you’re a seasoned executive, an aspiring entrepreneur, or simply fascinated by the power of CX, you’ll gain valuable knowledge and inspiration to elevate your business. Join us as we explore the stories, lessons, and breakthroughs defining the next era of customer-centric success.
Produced by: Larj Media
Podcast Insights
Content Themes
The podcast delves into key themes such as emotional loyalty, customer intimacy, and the use of technology in enhancing customer experience. Episodes include discussions on topics like the emotional side of customer connections, illustrated through case studies, including how Taylor Swift's fan engagement drives brand loyalty and how companies like Octopus Energy utilize personal touches to foster emotional connections.
Be part of the conversation as we unpack why business differentiation is going to come down to Simply CX. Listen in as industry experts, business leaders, and visionaries share their insights, CX in real life, and the latest technology innovations driving customer satisfaction and loyalty. From building customer trust and creating easy omnichannel engagement to data-driven decision-making and scalable growth, we cover everything you need to create connection with customers in a rapidly evolving marketplace. Whether you’re a seasoned executive, an aspiring entrepreneur, or simply fascinated by the power of CX, you’ll gain valuable knowledge and inspiration to elevate your business. Join us as we explore the stories, lessons, and breakthroughs defining the next era of customer-centric success.
Produced by: Larj Media
Nicole McKinley speaks with Nur Masoud, founder and CEO of Parlon, about transforming the patient feedback experience at Medicana, one of Turkey’s largest private healthcare providers.
They explore how a people-first platform brought scattered feedback into one intuitive system, used AI to prioritize roughly 2,000 daily responses, and made both urgent concerns and employee appreciation more visible.
You’ll walk away with:
• Why successful CX transformation begins with understanding people, stakeholders, and problems before selecting technology
• How AI can classify feedback, identify urgency, and route each case to the appropriate team
• Why capturing and celebrating positive feedback can strengthen culture, employee recognition, and platform adoption
Whether you’re a CX pro, team leader, or brand builder, this episode will inspire you to see customer experience through a more human – and more powerful – lens.
Mentioned in this Episode:
• Medicana’s patient experience transformation across 20 hospital locations
• A single feedback cockpit connecting call center, website, SMS survey, QR code, and review-platform responses
• AI-powered sentiment analysis, prioritization, and feedback routing
• Prototype-led design shaped by hospital teams, call center employees, and patient experience stakeholders
• An employee appreciation program that highlights the people named in positive patient feedback
🎧 Produced by Larj Media
📩 For more CX insights, follow Nicole on Linkedin
If you have questions or comments about CX email us: [email protected]
Additional Resources
Nur Masoud is the founder and CEO of Parlon. Drawing on a background in consulting and digital transformation, she builds tailor-made technology around the needs and workflows of employees, customers, and operational teams. In this episode, she shares how Parlon helped Medicana centralize patient feedback, support faster resolution, and apply AI to an increasingly complex patient journey.
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