Nicole McKinley speaks with Nur Masoud, founder and CEO of Parlon, about transforming the patient feedback experience at Medicana, one of Turkey’s largest private healthcare providers.

They explore how a people-first platform brought scattered feedback into one intuitive system, used AI to prioritize roughly 2,000 daily responses, and made both urgent concerns and employee appreciation more visible.

You'll walk away with:

• Why successful CX transformation begins with understanding people, stakeholders, and problems before selecting technology

• How AI can classify feedback, identify urgency, and route each case to the appropriate team

• Why capturing and celebrating positive feedback can strengthen culture, employee recognition, and platform adoption

Whether you're a CX pro, team leader, or brand builder, this episode will inspire you to see customer experience through a more human - and more powerful - lens.

Mentioned in this Episode:

• Medicana’s patient experience transformation across 20 hospital locations

• A single feedback cockpit connecting call center, website, SMS survey, QR code, and review-platform responses

• AI-powered sentiment analysis, prioritization, and feedback routing

• Prototype-led design shaped by hospital teams, call center employees, and patient experience stakeholders

• An employee appreciation program that highlights the people named in positive patient feedback

🎧 Produced by Larj Media

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If you have questions or comments about CX email us: SimplyCX@microsoft.com

Additional Resources

Nur Masoud is the founder and CEO of Parlon. Drawing on a background in consulting and digital transformation, she builds tailor-made technology around the needs and workflows of employees, customers, and operational teams. In this episode, she shares how Parlon helped Medicana centralize patient feedback, support faster resolution, and apply AI to an increasingly complex patient journey.