The first season of Simply CX was full of insights from creating emotional loyalty and building organizational culture to AI-driven innovation and omnichannel experiences. In this episode, Nicole shares the themes and stories that shaped the season—and the conversations that stood out.

You'll walk away with:

• Why culture is the foundation for CX innovation

• How aligning on metrics creates accountability and impact

• The role of AI and creativity in scaling personalized experiences

Whether you're a CX pro, team leader, or brand builder, this episode will inspire you to see customer experience through a more human—and more powerful—lens.

Mentioned in this Episode

• Emotional loyalty

• Metric alignment at e& UAE

• AI-powered oncology breakthroughs and inclusion in education

🎧 Produced by Larj Media

📩 For more CX insights, follow Nicole on LinkedIn

If you have questions or comments about CX email us: SimplyCX@microsoft.com

Additional Resources

• Connect with Nicole McKinley on https://www.linkedin.com

• Learn more about Larj Media at https://larjmedia.com

Episode Summary:

In this episode of Simply CX, Nicole talks with Nasim Eftekhari from City of Hope about how customer experience innovation is reshaping cancer care. Discover how AI-driven tools like their Hope LLM are reducing clinician burnout, improving patient outcomes, and even saving lives through smarter clinical trial matching—all by putting human needs at the center of change.

You'll walk away with:

• How building with end users creates adoption and trust

• The role of AI in scaling personalized care and improving patient experiences

• Why CX innovation in healthcare is about real human impact

Whether you're a CX pro, team leader, or brand builder, this episode will inspire you to see customer experience through a more human—and more powerful—lens.

Mentioned in this Episode

• Hope LLM: AI-powered oncology assistant

• City of Hope’s six-dimensional impact framework

• Clinical trial matching technology

🎧 Produced by Larj Media

📩 Follow Nicole McKinley for CX insights that matter.

If you have questions or comments about CX email us: SimplyCX@microsoft.com

Additional Resources

Guest: Nasim Eftekhari City of Hope

Keywords

CX innovation, healthcare AI, patient experience, clinical trial matching, cancer care

In this episode of Simply CX, host Nicole McKinley sits down with Chris Holt, Supervisor of Technology Training at Hillsborough County Public Schools (HCPS), to explore how one of the largest school districts in the U.S. transformed its classroom experience. From interactive flat panels to AI-powered learning accelerators, Chris shares how HCPS built a human-centric, scalable change management strategy that empowered teachers and elevated student engagement.

You'll walk away with:

• How HCPS reimagined classroom instruction and experience

• The design and impact of the Hillsborough Influencer Academy to drive adoption and value

• Strategies for implementing AI-powered experiences in education while keeping human connection at the center

Whether you're a CX pro, team leader, or brand builder, this episode will inspire you to see customer experience through a more human—and more powerful—lens.

Mentioned in this Episode

• Reading Progress & Learning Accelerators

• Hillsborough Influencer Academy

• AI Governance Council

• University of South Florida Credentialing Partnership

🎧 Produced by Larj Media

📩 For more CX insights, follow Nicole on Linkedin

If you have questions or comments about CX email us: SimplyCX@microsoft.com

Additional Resources

Guest: Chris Holt, Supervisor of Technology Training, Hillsborough County Public Schools

Partners: Microsoft K-12 Team, PowerUp EDU, Connection, University of South Florida