FCIM AMA
A Trailblazer in Healthcare Marketing and Customer Experience
Dr Alex Mswaka, FCIM. AMA: A Trailblazer in Healthcare Marketing and Customer Experience
Dr Alex Mswaka is a distinguished authority in marketing and customer experience, boasting over two decades of international expertise spanning multiple sectors, including health and social care, finance, investments, oil and gas, mining, and media. His extensive academic and professional background has firmly established him as a visionary leader within his field.
Qualifications:
Dr Mswaka’s impressive academic credentials underpin his extensive expertise:
Doctor of Business Administration (DBA)
Master of Business Administration (MBA)
Master of Arts in Digital Marketing (MA)
Bachelor of Business Studies (Hons) (BBS)
Postgraduate Diploma in Chartered Institute of Marketing (Postgrad CIM)
Diploma in International Marketing Management (Dip IMMSA)
CFA Institute Investment Foundations®️
Professional Experience:
Dr Mswaka’s career is marked by significant roles in globally recognized organizations, where he has demonstrated exceptional marketing leadership:
International Marketing Director at Hospital Corporation America (HCA Healthcare)
Global Marketing Director, CFA Institute
Head of Marketing, ACCA
Head of Marketing, Hyve Group plc
Head of Marketing, Dr Foster/Imperial University Research Unit
Chief Customer Experience Officer, Rooted Health and Social Care Ltd
Groundbreaking Contributions:
Dr Mswaka has made transformative contributions to customer experience, particularly within the healthcare sector. His doctoral research, which analysed 4.2 million patient and carer reviews across 135 NHS hospitals, identified key dimensions and attributes of customer experience specific to the NHS. NHS England’s NHS Improvements adopted these pioneering findings for the new NHS Customer Experience Framework and have been cited in over 900 research papers.
Additionally, Dr Mswaka spearheaded the digital transformation of healthcare information dissemination with the design and launch of the NHS Choices website, fundamentally changing public access to healthcare information.
Expertise and Impact:
Dr Mswaka specializes in assisting health and social care providers to create positive customer experiences, aligning with the CQC’s new Single Framework people experience quality statement. His career exemplifies a dedication to enhancing marketing and customer experience, profoundly impacting the industry on a global scale. His travels to 73 countries further enrich his international perspective and insights.
Beyond his professional roles, Dr Mswaka contributes to the academic community as a reviewer for the Journal of International Healthcare Management and the Patient Experience Journal. He has also served as a board member of The Chartered Institute of Marketing for seven years and was a finalist for the Marketer of the Year 2013 in the CIM Marketing Excellence Awards.
Dr Alex Mswaka’s journey is a testament to his commitment to excellence in marketing and customer experience, and his work continues to inspire and influence the industry worldwide.
