Fast Foward

• Cirillo / Voccola to speak at The Beryl Institute Conference
• Recorded Webinar – CXO, WOW, & WOM: A Powerful Approach to Patient Experience Management
• Transformation Before Training -
  New Approach to Patient Experience Management
• The Bottom Line Impact of CXO’s
• Patient Experience Defines Quality
• Hospitals Put Patients First with Chief Experience Officers
• We’re All Marketers Now
• You Don’t Know “Jack” About Patient Experience, Hospital Impact
• Cirillo Featured at 2011 Cleveland Clinic Patient Summit (Video Coming)
• Webinar on How to Market Your Long-Term Care Facility Available
• The Experience Makeover for Long Term Care
• Article: The New CEO – Chief Experience Officer
• Five Ways to Build Trust and Tipping Points for Choice

“Fast Forward Consulting’s principal Anthony Cirillo’s article The Chief Experience Officer helped solidify the vision and propelled the Cleveland Clinic forward in creating an office of patient experience and my previous position. Anthony is an evangelist who keeps the experience front and center and has put together a dynamic team that is helping change the experience for patients as well as elders across the aging services.”

M. Bridget Duffy, M.D., CXO,

past Chief Experience Officer,
Cleveland Clinic

Nancy O’Brien; Chief Experience Officer

Nancy works with clients in all industries helping them develop experience strategies and execution plans that create value for customers and the organization. During her 18-year career with IBM her focus was analyzing, designing, planning and implementing creative solutions to address her clients’ business needs. As a pioneer in the emerging experience economy, she led the consulting group at Experience Engineering, Inc., working with companies to help them create value for customers, employees and stakeholders by developing and implementing a holistic business strategy that aligns all aspects of their business towards an emotional ‘end-frame’; which has been proven to be the key driver of loyalty.

She has been in the role of Chief Experience Officer in a variety of organizations. In healthcare, she facilitated the collaboration among an architecture firm, multiple medical practice groups, fitness center, café and gift/book store, IT, HR and marketing of a large hospital organization towards a new vision for an integrated experience. Nancy led the redesign of an Emergency Room Experience which resulted in aligning the elements in the environment, processes and people’s behavior to convey a sense of movement.

She also developed and presented an education curriculum for facilities managers of 30 regional hospitals for NSHE, focused on the role the environment plays in speeding the rate of healing. Working with diverse organizations, she determined there had to be an easier way for organizations to make meaningful connections and deliver excellent customer experiences without spending millions of dollars in consulting fees. She then focused her attention on answering the common cry among the companies she worked with: “Teach us to fish!” and co-founded Experience In Motion LLC, a tools-based customer experience company. Nancy has a B.S.B.A. from the University of Nebraska .

Deb Andelt; Experience Designer

Deb has been a customer champion throughout her various roles in diverse organizations. With a varied professional background from law school and marketing for law firms, to co-founding ExperienceArt.com and applying customer experience principles to marketing cruises, she is a creative marketer focused on connecting with the customer in ways that matter to the customer. Deb researched and defined specific sensory clues (color, texture, smell, taste, and sound) to evoke the desired emotional response and connection with the customer for a large hospital organization. “Tea” stations were incorporated into the design as a result of recommending tea as the taste for “understood, strengthened and renewed.”

In the travel industry, she developed experience oriented language and image guidelines to connect with the emotional desires of six specific cruise lifestyle segments which were used to create marketing messages designed specifically for each market segment. Deb led an active life for years filled with travel, yoga and eating right. In 2004 she found herself totally fatigued and experiencing difficulty with everyday tasks. Her personal experiences with (too many to count) practitioners on her own healing journey from decay (primarily the result of exposure to environmental chemicals) to vitality on multiple levels combined with her professional knowledge provides Deb with a unique understanding that it’s more than the “treatment,” it’s the total experience that matters. She co-founded Experience In Motion LLC, a tools-based customer experience company. Deb has a B.S. in Journalism and a J.D. from the University of Nebraska.