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 | 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 | 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...
