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 | 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 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...
