Brett Brende

Brett Brende, Vice President of Customer Engagement for Healthcare at SMG, emphasizes the crucial connection between employee engagement and patient experience. He discusses the Service Profit Chain and how happy employees lead to loyal patients and better financial outcomes. Brett highlights common pitfalls in prioritizing employee experience and shares best practices like timely feedback and listening strategies. He also addresses challenges like burnout and retention, and the importance of dedicated DE&I leadership in fostering a positive workplace culture.