Hi peeps! We’re going hardcore health care here from the title, aren’t we? Bear with me for a second if you aren’t a health care person, because this is for you, too. We’ve been doing quite a bit of work with organizations over the last 6 months in the health care space. As getting care […]
Telehealth in the Age of COVID-19 Read More »
Back to basics post #3 … If you’ve ever heard me speak, you’ve seen me put up this quote from Harry Potter: “Words are our most inexhaustible form of magic” I figured out really early on that clear communication is a key driver of customer experience. When you journey map, or future state map, or
Let’s all agree that NO JARGON is a good thing. Customers sure do. Read More »
When I first started working (more than a few moons ago), my very first corporate job was in finance. I remember being so confused by all the financial terms. De minimus. APY. ETF. APR. I remember when we were creating all of our web pages while at Amex. We built a glossary for all the
A few days ago, I was at AHIP Institute in Las Vegas. For those of you who aren’t familiar with AHIP, it is one of the largest gatherings of health insurers. AHIP is a place that I hold dear in my heart. It was the first platform in healthcare that I was given to talk
Customer Experience Execs In HealthCare – It Is Time To Do Something Bold Read More »
Every time I turn around, there is another person who is complaining to me about the customer experience in the health care system. As soon as they hear that I’ve worked for and am working with health care plans, they are so willing to share their stories with me. I get it, and I appreciate
An Open Letter to Health Plans Read More »
I’m midway through the whirlwind that is AHIP, and I’m a simultaneously depressed and excited. WAY back in 2008, I gave my first speech at AHIP about customer experience. It was the first time we really started talking about the consumer at this conference. I had 7 people in my audience.
The age (still) of the consumer in healthcare Read More »
