A five-click customer experience | Our CS Week presentation
In my presentation at CS Week, I shared strategies for enabling a unique and consistent VA experience to empower a stronger overall customer experience.
Customers or patients? An individual’s unique relationship with health systems
We should not be debating whether or not we should call individuals patients OR customers. Instead, we should recognize that they are both and recalibrate the conversation to focus on the importance of differentiating when someone is in a customer versus a patient role.
When should I resume my continuous improvement plan?
Continuous improvement plans are vital for any organization to keep and win business. Though these projects are tempting to put on-hold during periods of industry or economic uncertainty, failure to restart them can become a costly mistake.
What utilities industry leaders need to know from the GCPA spring conference
Utilities industry leaders need to be aware of all competing topics so they can develop a comprehensive solution that is best suited to their organization’s unique needs and priorities.
Unlocking the digital front door
Leveraging the right combination of tools and technologies can create the foundation your health system needs to have an effective digital front door.
Your bank is fine, but your customers aren’t: Four ways to protect your digital customer experience
Many banking customers have been inundated with phrases like “bank failure” and “financial collapse,” with little added context about the future of their personal assets and the overall digital customer experience.
Pencils down: The critical component of a system implementation process
Software testing, a singular puzzle piece to a larger system implementation process, is gaining importance and traction in these types of endeavors.
Modernizing your HIPAA compliance program
As the market for PHI grows, and the security demands and fines for covered entities increase, organizations from large to small are struggling to keep up. Learn how your organization can remain HIPAA compliant, avoid costly fines and protect patient information in an increasingly volatile healthcare landscape.
Four questions to evaluate the effectiveness of your oil and gas ESG initiatives
A growing number of investors and analysts are beginning to factor oil and gas ESG initiatives into their decisions and recommendations, including the types of valuations they make for M&A activity.
Operationally efficient nurse staffing models
Recently, these Senderoans were catching up over a cup of coffee and discussed some of the key challenges they faced during their time working in the clinical setting. To their surprise, they found many similarities in the themes they shared, though working within different roles in different healthcare organizations. A deeper conversation surrounding the various nurse staffing models led to further review and study of the topic.