Cleveland Clinic's Dr. James Merlino on the role of the CXO

Since 2009, Dr. James Merlino has been the chief experience officer at the Cleveland Clinic, which was among the first healthcare organizations to create a CXO role. He will leave that position this year to join performance improvement firm Press Ganey. He is also the author of a new book called “Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way.” Merlino recently spoke with Modern Healthcare reporter Sabriya Rice about how he became a CXO, what CXOs do, and the challenges he has faced at the Cleveland Clinic in improving safety and quality. See an edited version of their discussion here.