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CXO: What is a chief experience officer in health care? Who was the first CXO?

The first chief experience officer (CXO) in health care is said to have been M. Bridget Duffy, MD, an internist at the Cleveland Clinic, who was appointed to this position reporting directly to the CEO in 2007.  Other health care organizations with CXOs include:

  • Johns Hopkins (Baltimore)
  • North Shore-LIJ Health System (Great Neck, N.Y.)
  • Thomas Jefferson University Hospital (Philadelphia)
  • UCLA Health (Los Angeles)

The objective of this position is to improve the patient experience.  At the Cleveland Clinic, a strategic “patients first” initiative focuses on safety – quality – satisfaction – value (in that order).


Carlson, B. (2015, Sept./Oct.). The rise of the chief experience officer. Physician Leadership Journal, 2(5), 16-21.  http://www.physicianleaders.org/news/journals/plj  This is a link to the publisher’s website; the article is not free on the web.  Posted by AHA Resource Center (312) 422-2050, rc@aha.org

Free resources on the web:

Nursing leadership: The rise of the chief experience officer. (2013, Sept. 17). The Sentinel Watch: Nursing. Retrieved from http://www.americansentinel.edu/blog/2013/09/17/nursing-leadership-the-rise-of-the-chief-experience-officer/

Punke, H. (2013, Sept. 6). New seat in the hospital C-suite: The rise of the chief experience officer. Becker’s Hospital Review. Retrieved from http://www.beckershospitalreview.com/hospital-management-administration/new-seat-in-the-hospital-c-suite-the-rise-of-the-chief-experience-officer.html

Maziarz, J. (2013, April 4). The rise of the chief experience officer. The CMO Site. Retrieved from http://www.thecmosite.com/author.asp?section_id=2865&doc_id=261577



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