#10 Grant Riewe: Leading CX Transformation in Mental Healthcare
12/27/23 • 31 min
Discover how technology is transforming the field of mental health and crisis response.
In this episode, host Lauren Wood talks with Grant Riewe, CTO of Vibrant Emotional Health. Grant shares his journey in innovating mental health services, particularly the 988 suicide crisis lifeline, demonstrating how technology can be a powerful tool in providing life-saving support.
Learn about the challenges and successes in integrating technology into mental health services. Grant delves into the development of new platforms, the expansion of service offerings, and the importance of human connection in crisis management.
Tune in for an enlightening conversation on the intersection of technology and mental health with one of the leading experts in the field.
If you enjoyed this episode, please be sure to rate our show on Spotify and Apple Podcasts.
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Imagine running your business with a trusted advisor who has your success top of mind. That’s what it’s like when you have a Salesforce Success Plan. With the right plan, Salesforce is with you through every stage of your journey — from onboarding, to realizing business outcomes, to driving efficient growth.
Learn more about what’s possible on the Salesforce success plan website: http://sfdc.co/SalesforceCustomerSuccess
(00:00) Introduction and Guest Introduction
(01:07) Grant Riewe on Vibrant Emotional Health's Mission
(03:07) The Strategic Vision of 988 Lifeline
(06:20) Scaling Operations and Service Expansion
(09:17) Addressing Increased Demand for Mental Health Services
(11:33) Technology Stack and Service Adaptation
(14:34) Personalization in Crisis Response
(17:32) Measuring Success and Impact
(21:43) Proactive Steps in Suicide Prevention
(23:30) Role of AI in Mental Health Services
(27:03) Innovation and Culture in Vibrant Emotional Health
(30:12) Grant's Advice for Customer Experience Leaders
–
Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce
Mission.org is a media studio producing content alongside world-class clients.
Learn more at mission.org
Discover how technology is transforming the field of mental health and crisis response.
In this episode, host Lauren Wood talks with Grant Riewe, CTO of Vibrant Emotional Health. Grant shares his journey in innovating mental health services, particularly the 988 suicide crisis lifeline, demonstrating how technology can be a powerful tool in providing life-saving support.
Learn about the challenges and successes in integrating technology into mental health services. Grant delves into the development of new platforms, the expansion of service offerings, and the importance of human connection in crisis management.
Tune in for an enlightening conversation on the intersection of technology and mental health with one of the leading experts in the field.
If you enjoyed this episode, please be sure to rate our show on Spotify and Apple Podcasts.
Subscribe Now: https://www.youtube.com/@ExpertsofExperience?sub_confirmation=1
Imagine running your business with a trusted advisor who has your success top of mind. That’s what it’s like when you have a Salesforce Success Plan. With the right plan, Salesforce is with you through every stage of your journey — from onboarding, to realizing business outcomes, to driving efficient growth.
Learn more about what’s possible on the Salesforce success plan website: http://sfdc.co/SalesforceCustomerSuccess
(00:00) Introduction and Guest Introduction
(01:07) Grant Riewe on Vibrant Emotional Health's Mission
(03:07) The Strategic Vision of 988 Lifeline
(06:20) Scaling Operations and Service Expansion
(09:17) Addressing Increased Demand for Mental Health Services
(11:33) Technology Stack and Service Adaptation
(14:34) Personalization in Crisis Response
(17:32) Measuring Success and Impact
(21:43) Proactive Steps in Suicide Prevention
(23:30) Role of AI in Mental Health Services
(27:03) Innovation and Culture in Vibrant Emotional Health
(30:12) Grant's Advice for Customer Experience Leaders
–
Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce
Mission.org is a media studio producing content alongside world-class clients.
Learn more at mission.org
Previous Episode
#8 Sam Wegman: The Secret to B2B Customer Experience Success
Join Lauren in an enlightening conversation with Sam Wegman, the VP of Customer Experience at Univar Solutions, as they explore the intricacies of B2B customer experience in the chemical distribution industry.
Sam shares her innovative strategies for building a culture that revolves around the customer-centric culture, where every employee plays a critical role in enhancing customer experience. Learn how Univar Solutions transforms its approach to customer service, the importance of empowering employees, and the use of technology in creating seamless B2B interactions.
Dive into this episode for a deeper understanding of how to revolutionize customer experience in your business.
If you enjoyed this episode, please be sure to rate our show on Spotify and Apple Podcasts.
Subscribe Now: https://www.youtube.com/@ExpertsofExperience?sub_confirmation=1
Imagine running your business with a trusted advisor who has your success top of mind. That’s what it’s like when you have a Salesforce Success Plan. With the right plan, Salesforce is with you through every stage of your journey — from onboarding, to realizing business outcomes, to driving efficient growth.
Learn more about what’s possible on the Salesforce success plan website: http://sfdc.co/SalesforceCustomerSuccess
(00:00) Introduction to Sam Wegman and Univar Solutions
(01:09) Sam's Journey in Customer Experience
(03:41) The 'We Are All CX' Mantra and Its Impact
(06:27) The Basics of Successful Customer Experience in B2B
(10:11) Servicing Diverse Customer Segments
(13:38) Leveraging Technology for Enhanced CX
(18:56) Handling Customer Feedback and Detractors
(21:01) Cultivating Cross-Functional Collaboration
(24:36) Cultivating a Customer-Centric Culture
(30:30) Business Impact of CX Initiatives
(34:18) Predictive Analytics and AI in CX
(37:38) Advice for CX Leaders
–
Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce
Mission.org is a media studio producing content alongside world-class clients.
Learn more at mission.org
Next Episode
#11 Elizabeth Maughon: The Future of Customer Experience in Ad Tech
Dive into the future of advertising where Elizabeth Maughon unveils how empathy and AI are driving customer success.
In this episode of 'Experts of Experience,' host Lauren Wood sits down with Elizabeth Maughon, Chief Customer Officer at Simpli.fi.
Discover how Elizabeth and her team are revolutionizing the ad tech industry through innovative customer success strategies and AI-driven solutions. Elizabeth shares her journey in leading transformative customer experiences, offering valuable insights into the intersection of technology, empathy, and client engagement.
Tune in to explore how Simpli.fi is shaping the future of advertising with its customer-centric approach.
If you enjoyed this episode, please rate us on Spotify and Apple Podcasts.
Subscribe Now: https://www.youtube.com/@ExpertsofExperience?sub_confirmation=1
Imagine running your business with a trusted advisor who has your success top of mind. That’s what it’s like when you have a Salesforce Success Plan. With the right plan, Salesforce is with you through every stage of your journey — from onboarding, to realizing business outcomes, to driving efficient growth.
Learn more about what’s possible on the Salesforce success plan website: http://sfdc.co/SalesforceCustomerSuccess
(00:00) Introduction to the Episode
(01:11) Elizabeth Maughon's Role at Simpli.fi
(02:55) Customer Approach at Simpli.fi
(04:13) Implementing Servant Leadership
(07:34) Nurturing Empathy in Organizations
(08:09) Balancing Empathy and KPIs
(11:00) Developing Strong Client Relationships
(13:42) Internal Culture Impacting Client Communication
(16:36) Setting Guardrails for Success
(20:40) Diverse Client Support Strategies
(23:47) Understanding Client Needs
(26:44) Importance of Documentation and Tools
(28:41) Auditing Processes for Efficiency
(31:50) Harnessing AI in Simpli.fi
(37:01) Exploring AI Tools
(39:13) Key Factors in Effective Customer Experience
(41:24) Advice for Customer Experience Leaders
–
Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce
Mission.org is a media studio producing content alongside world-class clients.
Learn more at mission.org
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