Surviving with Gratitude

This Thanksgiving holiday marks five years since I heard those life-altering words: “No evidence of disease.” Several months earlier, I’d heard a different set of life-altering words: “Aggressive breast cancer.” “Aggressive” is a really scary word when paired with the word cancer. But the thing about cancer is that even when it’s gone, it’s still […]

Read More
GUEST POST

Belonging in the Age of COVID-19

Intensified by the global pandemic, a sense of belonging has become a pressing organizational priority.  Work routines have been upended for leaders and employees alike – office shutdowns, remote work, extended work hours, and furloughs and layoffs. Given the prolonged nature of the disruption, what does it mean to “belong at work” during a sustained […]

Read More

Event-Streaming Technology Paves the Way to Post-COVID Healthcare Agility

Amid all the pressures of COVID-19, healthcare payers and providers are working to reduce high operational costs and provide a more customized user experience. Across the healthcare ecosystem, organizations need to modernize their patient- and member-facing processes and systems to enable personalized engagement, virtual healthcare and triage, more self-service options, and real-time data analytics for […]

Read More

With an Experience Operating System, You Can Treat Customers As Individuals

We’ve been talking for more than two decades about the “experience economy,” in which the companies that provide the best customer experience (not just the best products and services)  generate the most value for their customers and shareholders. Experiences become the currency that great companies give to their customers and employees.  Companies have spent billions of dollars trying to improve experiences […]

Read More

It’s Not About AI – It’s About the Data

For most of us, 2020 has ushered in unwelcome chaos and uncertainty. Who would have guessed in early March that within days, personal decisions that were once mundane – like where, when and how to get groceries – would spur paralyzing anxiety. What was missing – and still is – is information and, in particular, […]

Read More