by Amy Brown | Jan 6, 2020 | Uncategorized
When Lead Architect, Michael Armstrong, mentioned to our CEO, Amy Brown, that he had met an NLP Engineer who had an Indiana University degree in computational linguistics at the Fishers Code and Coffee, they both were intrigued and jumped at the chance to learn more....
by Amy Brown | Sep 23, 2019 | Call Center, Customer Experience, Market Research, Patient Experience
Why contact centers should be considered your richest source of insights. As an Operations Leader for the past 20 years, I always had responsibilities for the front line teams who communicated with our customers on a daily basis. A couple of years ago, as I was...
by Amy Brown | Sep 4, 2019 | Customer Experience, Patient Experience
According to renowned coach and speaker, Anthony Robbins, humans have 6 core basic needs. And, when it comes to customer experience–whether you are on the consumer or business side of the equation—you can see some of these basic human needs at play. (Image...
by Amy Brown | Aug 6, 2019 | Call Center, Customer Journey, Patient Experience
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 | Jul 31, 2019 | Customer Experience, Market Research
Why Cultural Competence Matters When it Comes to AI Value When serving customers—particularly patients navigating insurance, health systems or pharma–the effectiveness of the help they receive is entirely driven by the cultural intelligence of the companies...
by Amy Brown | Jun 28, 2019 | Customer Experience
If you have been a good performer at your job, then it’s likely you have gotten promoted at least a time or two. And, with that promotion has come greater responsibility. But with greater management responsibility comes less time and opportunity to directly interact...
by Amy Brown | Jun 11, 2019 | Call Center, Customer Experience, Patient Experience
4 Questions to Consider Whether Your Company Goes Beyond the Numbers It may be true that “numbers don’t lie”, but they also don’t necessarily tell the truth. At least not the whole truth. And having a system that measures customer satisfaction or NPS is not the same...
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...
