by Amy Brown | May 29, 2019 | Customer Journey, Patient Experience
5 Things Known by Health Care Companies that Truly “Get It” Most of us have been patients, requiring the care of professional health providers, at least once or twice. The experience of being a patient is one of the most vulnerable roles we play in life. When we are a...
by Amy Brown | May 14, 2019 | Customer Experience, Customer Journey, Market Research
If you’ve ever spent any time on a river — particularly a river where there is a rapid current or white water — you have likely witnessed an eddy. An eddy is a circular movement of water, counter to a main current, causing a small whirlpool. It looks something like...
by Amy Brown | May 2, 2019 | Customer Journey
Customer Journey Mapping is a popular concept in the CX world these days. A simple Google search will provide hundreds of images of slick corporate graphic designs depicting their customers’ touch-points throughout the life cycle with their brand. Many of these...
