Efforts by health systems to provide care in the most appropriate, lowest cost setting coupled with advances in minimally invasive techniques have shifted many hospital cases to the outpatient setting ...

(Quick sidebar for the civilians reading this article: HCAHPS are patient satisfaction scores that some government payments are partially tied to. These scores are based on questions--mostly on ...

If Disney Ran Your Hospital, Customer Experience would trump Customer Service. In the now famous book, The Experience Economy, the authors provide an insightful commentary of where our economy is ...

Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. Heroes are born out of moments of crisis. The world has ...

No matter your industry, whether hospitality or financial services, quality customer service has become a major differentiating factor for businesses – often forming one of the key reasons for repeat ...