Episodes
Episode - 1
Taking the Patient Seriously
Finally
Why patient experience is now the real differentiator in healthcare.
Episode - 2
The CEM Framework: A Strategic Overview
A simple 5-step structure for managing patient experience end-to-end.
Episode - 3
Analyzing the Experiential World of the Patient
How to truly understand patients’ emotional journeys, not just processes.
Episode - 4
Building the Experiential Platform
The Promise
Crafting a clear, powerful patient promise that guides your entire organization.
Episode - 5
Designing the Brand
Experience
Bringing the promise to life across every patient touchpoint — sensory, emotional, cognitive.
Episode - 6
Structuring the Delivery &
Integration
Aligning people, processes, and technology to deliver consistently.
Episode - 7
Continuous Innovation &
CX Culture
Creating a culture that keeps improving patient experience every day.
Episode - 8
Delivering a Seamlessly Integrated Experience
Connecting systems, teams, and communication to create smooth, trustworthy journeys.
Mr. G Vishwanand
CEO IMC
A Playbook by G. Vishwanand (aka Vishy)
CEO - IMC | Brand Strategy Consultant | Customer Experience Transformation Leader
With over two decades of cross-industry experience in healthcare, diagnostics, and life sciences, G. Vishwanand (“Vishy”) has guided hospitals, diagnostic networks, and wellness brands to reimagine how patients feel, trust, and engage with care.
He has worked with leading healthcare institutions across India, USA and the Middle East, shaping strategies that combine clinical excellence with experiential design. This 9-episode series distils those learnings into actionable frameworks that any hospital, clinic, wellness or diagnostic center can apply immediately.
A Playbook by G. Vishwanand (aka Vishy)
CEO - IMC | Brand Strategy Consultant | Customer Experience Transformation Leader
With over two decades of cross-industry experience in healthcare, diagnostics, and life sciences, G. Vishwanand (“Vishy”) has guided hospitals, diagnostic networks, and wellness brands to reimagine how patients feel, trust, and engage with care.
He has worked with leading healthcare institutions across India, USA and the Middle East, shaping strategies that combine clinical excellence with experiential design. This 9-episode series distils those learnings into actionable frameworks that any hospital, clinic, wellness or diagnostic center can apply immediately.
Mr. G Vishwanand
CEO IMC
Why This Playbook Matters
In today’s healthcare landscape, patient choice is driven not only by expertise but by experience. From the first Google search to the discharge summary, every interaction shapes trust.
This series helps you master the science and art of Customer Experience Management— so you can build systems that deliver care with clarity, empathy, and consistency.
What You Will Learn
- How to define your Experiential Promise — the emotional core of your brand
- Mapping the patient’s entire journey, including digital, physical, and emotional touchpoints
- Applying the 5-Senses Framework to design memorable healthcare environments
- Using IndiGo-style operational excellence and Taj-style emotional warmth as dual models
- Building a CX dashboard with NPS, CSAT, wait times, and complaint themes
- Embedding CXM into leadership reviews, staff training, and culture
- Transforming every employee into a brand ambassador for patient trust.
Who Should Watch
Hospital
administrators
Seeking to unify patient experience across departments
Clinic
owners
Aiming to elevate reputation and referrals
Diagnostic and lab leaders
Creating differentiation through service and communication
Healthcare entrepreneurs
Scaling with purpose and empathy
What You Get
- 9 full-length HD video episodes (05–15 min each)
- *CXM Workbook & Templates – Journey maps, sensory audit sheets, CX dashboards
- *Sample Metrics Matrix – NPS, complaints, review themes, waiting times
- *Real-world brand parallels – IndiGo, Taj, McDonalds
- *Healthcare-specific examples – maternity pathways, lab experiences, OPD flow
- *Certificate of Completion (for enrolled learners)
Why Learn from Vishy
“Every brand makes promises. But healthcare is where promises must heal.”
Vishy brings a unique blend of strategy, storytelling, and system design to the field of healthcare experience. He has built experience frameworks for hospitals, diagnostics, and wellness enterprises — integrating brand strategy, training, and technology.
As the creator of the CXM Fundamentals for Healthcare series, he blends Indian contextual relevance with global best practices, making this content both insightful and implementable.
Corporate Edition
Custom training + implementation support for hospitals and wellness centre
Redefine the Way Patients Experience Your Brand.
Access the Series
About IMC Digital
IMC Digital specializes in healthcare communication, learning, and brand transformation. Through initiatives like CXM Playbook for Hospitals, IMC empowers institutions to deliver Simple, Meaningful, Measurable Experiences.
