Meet the Next "C-Level" Executive,
The Clinic's Chief Experience Officer
A few years ago, it might have been considered business jargon to talk about "C-level" executives, but by now, the term has pretty well filtered down to the masses. It means, basically, anyone with a title that begins with the word "chief," as in Chief Executive Officer, Chief Operating Officer, Chief Financial Officer, etc. So what's the next iteration in corporate C-level execs, you ask? According to this piece in Ad Week, it's none other than the Chief Experience Officer. It focuses on the new CXO of the Cleveland Clinic, Bridget Duffy, who says her goal is to get the increasingly technology-oriented system to act more like a person than a machine. According to the article, based on surveys of patient satisfaction that she and her staff of a half dozen pore over, the Clinic has made such changes as giving free bus passes to patients with transportation problems.
For those so inclined to see it that way (I happen to be among them), this initiative could also be seen as yet another prong in the $4-billion health care system's comprehensive lobbying campaign to demonstrate that it's not a heartless giant but a caring corporate citizen, and thus should continue to remain exempt from taxation, a notion that's been challenged by Iowa Senator Chuck Grassley and Cuyahoga County Treasurer Jim Rokakis. The Clinic responds to all this here.