Ms. Campbell leads the strategy and execution of consumer and patient experience across more than 2,000 care sites spanning 17 states and Washington, D.C., encompassing hospitals, ambulatory sites, imaging centers, labs and virtual touchpoints across the continuum of care. Since joining Ascension in 2022, she has moved the organization from a traditional patient satisfaction framework to a comprehensive consumer engagement model that aligns experience, quality and operational performance, which has resulted in a net promoter score above 80, a 40% reduction in complaints and a 67% reduction in issue resolution times. She implemented enterprise real-time feedback infrastructure across more than 2,000 sites, empowering clinicians and associates with actionable data, clear standards and rapid service recovery capabilities. Prior to joining healthcare, Ms. Campbell served as head of global customer experience and consumer insight at Delta Air Lines, where she led consumer-centric recovery decision-making during the global pandemic and revitalized the company’s consumer insight function through applied data science. At The Walt Disney Company, she developed and secured CEO approval for a multi-billion-dollar global experience strategy to revitalize an underperforming segment, aligning 11 business unit presidents behind a unified plan. Recognizing a gap in formal customer experience leadership pipelines, she partnered with Michigan State University to launch North America’s first master’s degree in customer experience management in 2022. She is a sought-after keynote speaker, teaches at the collegiate level and has been featured in national publications including The Wall Street Journal and USA Today, and currently serves on the customer experience advisory board for American Airlines.
