Episode 199: Jason Maloney - Transforming Customer Experience in Digital Pathology

Today my guest is Jason Maloney, VP of Customer Experience at Proscia.

What we discuss with Jason:

• His background in customer-facing roles across various company sizes.

• Being drawn to Proscia by the opportunity to impact lives through digital pathology.

• Customer Experience (CX) encompasses professional services, technical support, and customer success, focusing on the post-sale experience.

• Many companies in the industry focus on product development without adequately addressing customer needs and experiences.

• Jason applies insights from various industries, emphasizing the importance of treating customers as humans and understanding their workflows.

• Proscia's CX strategies have led to reduced time to go live with software and improved overall customer satisfaction.

• Proscia fosters a continuous feedback loop between customers and internal teams, enhancing product development and customer support.

• Proscia's CX team helps pathologists and researchers integrate AI into their workflows, providing expertise and support.

• The future focus will be on developing trusted advisor relationships with customers, enhancing customer success initiatives, and deepening problem-solving capabilities.

Links for this episode:

Pathologists' Assistant Shadowing Network on LinkedIn

Health Podcast Network

LabVine Learning

Dress A Med scrubs

Digital Pathology Club

Proscia

Expanded Customer Experience (CX) Practice Enables Users To Realize Value Over 30% Faster

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