PODCASTER

Leslie Pagel’s Experience Heals podcast explores the critical role of experience in healthcare through insightful conversations with industry leaders, patients, and support professionals. As a data analyst and storyteller with deep expertise in the human experience of healthcare, Pagel uncovers diverse perspectives on how experience shapes outcomes, trust, and innovation. Each episode delves into real-world stories, offering valuable insights into improving patient care and the healthcare system as a whole through the power of lived experiences.

PODCAST GUEST

Richard Schwartz is a customer experience realist and disruptor in the life sciences sector. He's known for exposing the often-overlooked dynamics between pharmaceutical companies, healthcare systems, providers, and—most importantly—the people who find themselves as patients. He has been an integral influencer on some of the most iconic and important brands in the industry. As an advisor, he has supported organizations including: TEDMED, The NYC Mayor's Council for Innovation, PATH, WHO, and many life sciences manufacturers. Richard is the creator of "Experience as a Medicine™" (EaaM), an evidence-based movement to clinically validate the power of compassion, simplicity, and experience design in improving healthcare outcomes. This approach recalibrates how pharmaceutical companies engage with patients by emphasizing compassion, reciprocity, and simplicity in healthcare experiences. He also leads efforts to set cross-industry standards for customer expectations and business impact. His work bridges operational complexity with human insight, helping pharma brands rethink engagement strategies to be more helpful, simple, valuable, and beautiful. At the heart of his approach is his core belief: adoption, access, adherence, and advocacy all hinge on one human truth—reciprocity is the engine that powers moral beauty.