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What do you think when someone tells you about something that’s “gone viral?” These days, your first thought may be Covid-19, but going viral is still a surprisingly common way of describing a funny video, cringe-worthy
Do millennials really approach everything differently than generations before them? Or are the challenges of designing for them simply the same challenges as designing and delivering experiences for any group? Yes, millennials approach the world
#of hours/year: this is when health happens. @markhymanmd #PESummit pic.twitter.com/ETpMikdraP — Jeannie Walters (@jeanniecw) May 16, 2016 Thoughts from the Cleveland Clinic Patient Empathy Summit (Part 2) In case you missed it, you may be
Customers can’t always tell us what they want, even when we ask them to leave feedback. So is there another way to learn what they will want next, before they take their business elsewhere? Customer data, feedback and market
Thoughts from the Cleveland Clinic Patient Empathy Summit (Part 1) I had the immense honor of being a part of the Cleveland Clinic Patient Empathy Summit. This is the place where the idea of patient
Most agree that loyalty is often the holy grail of Customer Experience… But the way we define loyalty tends to vary. Creating loyal customers is often seen as the end goal. The raison d’etre for
One of my favorite things to do is to facilitate a co-creation session with a client and their customers. They always lead to incredible insights thanks to the honest feedback of those in the room. Recently,
I have a question for you today. Think about how much effort you exert every day. You have responsibilities. You work hard, you care about the results you get, and you are a leader in
It’s become cliché to say it, but everyone does own the customer experience. If the custodian sweeping up doesn’t believe his role plays a part, then it’s easy to pull the thread and suddenly nobody
When it comes to customer experience, there is no shortage of advice. Maybe your boss read “that book” on how to map your customer’s journey. Or maybe you were tasked with being the “customer experience”
