In a tenuous economy, everything is on the chopping block. Anything that doesn’t directly impact the bottom line is in danger of getting cut or reduced. That means organizations increasingly have to ...

When customer experience falls apart, most organizations jump into action. They tweak the app. Rewrite scripts. Train agents. Launch a journey map sprint. And while those things aren’t wrong, they ...

Value stream alignment. Define value streams using the customer lifecycle to guide digital transformation and improve efficiency while prioritizing customer experience. Agile strategy approach. Use ...

Colleges and universities are navigating both long-standing challenges and current uncertainty while striving to stay true to their mission and values. Faculty and staff members are facing parallel ...

As if they don’t already have enough on their plates, board nominating committees may now need to confront what a new report describes as a pronounced and alarming decline in the share of board ...

At the Becker’s Hospital Review 6th Annual Meeting in Chicago May 7, three hospital and health system leaders weighed in on patient experience in a panel led by Scott Becker, JD, CPA, publisher of ...

Physicians and advanced practice providers had the greatest fall in employee engagement among healthcare workers in 2024, a Press Ganey report found. To figure out why, the American Hospital ...