Leslie Pagel on the Power of Storytelling with Data
Imagine AI that understands unsolicited customer and employee conversations, from contact center chats to doctors' notes.
Leslie Pagel led CX strategy across industries during more than 20 years at Walker. Now she helps healthcare organizations tell stories with data.
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Originally aired January 18, 2024 as Episode 67 of The Trusted Guide Podcast (then The Delighted Customers Podcast).
What we cover
Using machine learning to identify customer care friction
Processing unstructured data like doctors' notes and health records
The role of storytelling in presenting data
AI's role in improving healthcare strategies
The future of surveys in customer insights
Stories hidden in the data
Some of the most valuable feedback is never given in a survey. Leslie shows how AI can surface it, and how storytelling makes it meaningful to the people who need to act.
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About the guest
Leslie Pagel is a customer experience leader who spent more than 20 years leading CX strategy at Walker and now works with healthcare organizations.
If this conversation was useful, you'll find more like it in The Trusted Guide Newsletter: practical insights on trust, influence, and leading change.
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