Lori Poznansky is a nationally recognized expert in customer and employee experience and healthcare practice management. As the owner and Chief Experience Officer for Thrive CX/EX Solutions, Lori is dedicated to helping healthcare practices thrive by crafting a service strategies and cultures that not only set them apart in the market but foster lasting patient loyalty, inspire their teams, enhance profitability, and accelerate growth.

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Lori’s fascination with exceptional customer experience began on her honeymoon, where a series of seemingly magical moments—such as a doorman greeting her by name and a bellman intuitively knowing her floor—opened her eyes to the transformative power of thoughtful, personalized service.

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This serendipitous encounter sparked a lifelong dedication to mastering the art of customer and employee experience and led her to hone her skills at some of the world's top service organizations, including the Disney Institute and Ritz Carlton Leadership Academy. Her transformative 5-to-Thrive methodology is rooted in actionable strategies designed to elevate organizational experiences from ordinary to extraordinary.

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With her extensive expertise, Lori has propelled hundreds of healthcare practices toward unprecedented growth and profitability, crafting strategies that distinguish their brands, create competitive advantages, and inspire both customers and employees.

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A highly sought-after speaker and trainer, Lori has shared her insights at prestigious industry events such as the Allergan Aesthetics National Meeting,  the Vegas Cosmetic Surgery Conference, ETNA Interactive Conference, International Symposium of Facial Plastic Surgery, and Phonak Practice Management Symposium.

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Before launching her consulting career, she spent over 20 years with Fortune 500 pharmaceutical and medical device companies, excelling in various sales, marketing, and leadership roles. Lori's work has garnered praise from industry leaders, who commend her strategic insight, ability to facilitate meaningful change within organizations and drive substantial increases in profitability for her clients.

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When she’s not working to revolutionize healthcare experiences, Lori relishes moments with her amazing husband Marc and their two fur babies, Lola and Ferguson and savoring great conversations over a glass of wine with friends. A travel enthusiast with a love for adventure, Lori is always on the lookout to expand her list of bucket-list experiences, ranging from scaling the Great Wall of China to swimming with whale sharks and ziplining in Costa Rica.  Whatever she is doing, you can usually also find her humming or singing a favorite tune.