The Customer Experience Podcast
The Customer Experience Podcast

Episode · 7 months ago

103. Building Relationships With Your Customers’ Customers w/ James Lloyd


Two sets of customers don’t equal just two customer experiences. Customer experiences are myriad — especially in B2B healthcare technology, where your customers can grow 5x in a month.


In this episode, I interview James Lloyd, Co-Founder and CTO at Redox, about serving both his customers (healthcare software vendors) and his customers’ customers (health systems).


James talked with me about:


- Managing multiple user experiences


- What healthcare can learn from other markets & vice versa


- The wild & mysterious world of telehealth


- What is the cynefin framework, anyway?


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