))
From Skeptic to Advocate: Dr. Jeff Dahms on How Physicians Mutual Transformed CX Without Breaking Trust
Manage episode 485270887 series 3645650
Content provided by Jessica Glace. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Jessica Glace or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.
Customer experience isn’t just a department—it’s a strategy.
In this episode of The Curiosity Current: A Market Research Podcast, hosts Stephanie Vance and Matt Mahan speak with Dr. Jeff Dahms, Director of CX Research & Insights at Physicians Mutual. Drawing from a career that spans insurance, finance, and academia, Jeff breaks down what it really takes to embed customer-centric thinking across an organization.
From his “Cycle of Success” framework to lessons learned managing in-house customer panels, Jeff reveals how great CX starts with building credibility, understanding business priorities, and translating data into action. You’ll also hear about the role of AI in research, what not to do with internal panels, and why he thinks paper surveys might just be making a comeback.
Episode Resources
- Dr. Jeff Dahms on LinkedIn
- Physicians Mutual on LinkedIn
- Physicians Mutual Website
- Stephanie on LinkedIn
- Matt on LinkedIn
- The Curiosity Current: A Market Research Podcast on Apple Podcasts
- The Curiosity Current: A Market Research Podcast on Spotify
- The Curiosity Current: A Market Research Podcast on YouTube
The Curiosity Current: A Market Research Podcast is handcrafted by our friends over at: fame.so
12 episodes
Share
