In every industry, one truth stands out: people want to be heard. Whether it is a patient in an exam room, a customer on hold, or a frontline employee offering feedback, listening with intention changes everything.
That is the insight Heather Brace, EVP and Chief People Officer at Intermountain Health, shared with me at the recent Qualtrics X4 Annual Conference on The Modern Customer Podcast. At Intermountain Health, the mission is clear: to help people live the healthiest lives possible. And that mission starts internally, with their own employees.
“Our employees are the first recipients of our mission. If they feel it, our patients will too.”
— Heather Brace, Chief People Officer, Intermountain Health
In this episode, Heather explains how her team redesigned employee listening, partnered with Qualtrics to bring transparency to feedback, and used AI to enhance rather than replace human connection.
With over 68,000 employees across multiple states, Intermountain Health shows that real transformation happens when leaders combine human connection with smart technology.
🎧 Tune in now to hear how feedback and AI are helping healthcare leaders create more connected, human-centered care.
Key Insights from the Conversation
01:20 Why Great Patient Care Starts with Employees
02:46 How Intermountain Health Tracks Experience in Real Time
04:21 The Culture Shift Behind Open Feedback with Qualtrics
06:42 The Future of Healthcare Is Experience-Driven
08:22 AI in Healthcare: Enhancing Patient Experience
Listen to the episode on Apple Podcasts, Spotify or your favorite podcast platform.
Blake Morgan was called “The Queen of CX” by Meta. She is a customer experience futurist and author of three books on customer experience. Don’t miss her new book, “The Eight Laws of Customer-Focused Leadership.” To learn more visit www.8CXLaws.com.
For regular updates on customer experience, sign up for her weekly newsletter here.