Joanna Hirsz is a seasoned consultant specializing in Customer, Employee, and Patient Experience. With a background in law and a Chartered Institute of Marketing diploma, she is a recognized expert in analyzing and designing experiences. She is a member of the “Firma Przyjazna Klientowi” award committee and has led numerous strategic projects focusing on customer, employee, and patient experiences, optimal company development, and process digitalization.
Joanna places people at the center of her work, emphasizing the importance of emotions and experiences. Her career includes roles such as Marketing & Business Director, Product Development Director, and Board Member in international corporations. Since 2008, she has led corporate initiatives in Customer Experience and Voice of Customer, aiming to foster a customer-centric and innovative mindset among employees, improve business processes, and build positive customer experiences.
Since 2013, Joanna has been running GCE Consulting and the blog GoodCustomerExperience.pl. She has collaborated with prestigious clients including Santander Bank Polska, Aviva, PZU Health, Union Investment TFI S.A., Benefit Systems, ROCHE, Polish Cable Lines, player.pl, Dentsu Aegis Network, PLAY, Herbalife Polska, BGŻ BNP Paribas, Bouygues Immobilier Polska, EUROCASH, LUX MED Group, Mavit Medical Center, Carolina Medical Center, SWISSMED Hospital, ORTHOS Hospital, MEDPolonia Hospital, and many others.
Sample Speaking Topics:
- Customer, Employee, and Patient Experience: Importance in company development, impact on daily work and project planning.
- Utilizing the voice of the customer, employee, and patient: Journey maps in designing experiences and solutions.
- Journey mapping with Service Blueprint elements: Effective tool for experience analysis and design, planning offer and company development.
- Human/Total Experience – cosmic energy in the company: Trends and best practices:
- What is customer/patient/employee experience and what makes it positive?: Elements influencing a positive experience – Forrester’s Experience Pyramid.
- Why is customer experience important for the company and for you?: Impact on development.
- The role of empathy and individual approach to the customer: Key elements to delight customers.
- Your role in building positive customer experiences daily: How front line and back office build CX.
- Is CX a team game or solo?: The role of internal cooperation.
- CX and Employee Experience – together or separate?: Can a customer-centric organizational culture be built without caring for EX?
- Creativity, improvements, and finding solutions useful for the customer.
- Service Design and Design Thinking in experience design.
- Customer-centric culture: Step-by-step building stages.
Why This Expert:
With over 15 years of experience and specialized knowledge in Customer, Employee, and Patient Experience, Joanna Hirsz is a respected leader and expert who can translate theoretical concepts into practical, sustainable business solutions. Her ability to combine knowledge of finance, HR, and operations with deep expertise in CX, EX, and PX ensures that her training and presentations provide exceptional value, inspiring and engaging participants to take action towards sustainable development.