How CX-Aligned Leadership Shapes Patient Experience in Kidney Care

Kidney care sits at one of the most complex and emotionally demanding intersections in healthcare. For many patients, a missed appointment, lack of transportation, or a late-stage diagnosis can trigger hospitalizations or rapid decline. In this environment, experience isn’t a differentiator—it’s a lifeline.

At the center of this work is Evelyn Goodfriend, Chief Customer Officer at Strive Health—a value-based kidney care company serving more than 120,000 patients nationwide.

On this episode of The Modern Customer Podcast, Evelyn offers a grounded look at what improving patient experience actually requires in a system defined by fragmentation and high friction. With 25 years across Accenture, Kaiser Permanente, and Evolent Health, she explains how Strive strengthens experience through customer truth, operational alignment, and practical AI that reduces burden for clinicians and patients.

Key Highlights from the Conversation:

• How customer insight prevents “happy talk” and strengthens enterprise relationships

• Building alignment across care teams, payer partners, and internal stakeholders

• Practical AI use cases that reduce friction for clinicians and patients

• Understand the non-clinical realities that shape patient experience—transportation, technology gaps, food insecurity, and caregiver dependence

These insights offer a grounded view of what it takes to improve one of healthcare’s most demanding patient journeys—and how CX-aligned leadership can drive meaningful change in high-friction environments.

🎧 Listen to the full conversation and subscribe for more insights on CX, AI, and the future of service.