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Segments and Personas

We had the privilege of leading this workshop recently along with SG2 and Roswell Park during the Annual PAMN Conference. This presentation outlines the importance and application of segments and templates you can use to accelerate your customer insight development. Personas are used to inform strategic decisions by putting the customer in the room. Learn how this technique can be used for your initiatives related to brand/marketing management, customer experience, and product/service innovation.

We had the privilege of leading this workshop recently along with SG2 and Roswell Park during the Annual PAMN Conference. This presentation outlines the importance and application of segments and templates you can use to accelerate your customer insight development. Personas are used to inform strategic decisions by putting the customer in the room. Learn how this technique can be used for your initiatives related to brand/marketing management, customer experience, and product/service innovation.

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Webinar: Referral Development

How can you balance people, process and technology to optimize the structure of your physician relations organization?
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Gain a fresh perspective on how to think beyond traditional physician liaison function and gain insight into how to develop a more strategic and operational approach that can grow your organization's physician referral base in a continually evolving accountable care environment.

How can you balance people, process and technology to optimize the structure of your physician relations organization?

Gain a fresh perspective on how to think beyond traditional physician liaison function and gain insight into how to develop a more strategic and operational approach that can grow your organization’s physician referral base in a continually evolving accountable care environment.

Read more

Emotionally Intelligent Healthcare – Why We Need Physician Leaders

This paper examines the value of emotional intelligence skills in physician leadership development through the lens of the changes implemented by the Affordable Care Act. Discussion of physician medical training and its relationship to effective leadership qualities, together with emotional intelligence skills, form the basis for this research. Through interviews with current physician leaders and review of relevant, current research, we examine how the soft skills associated with emotional intelligence are essential in guiding physicians in the practice of leadership.

This paper examines the value of emotional intelligence skills in physician leadership development through the lens of the changes implemented by the Affordable Care Act. Discussion of physician medical training and its relationship to effective leadership qualities, together with emotional intelligence skills, form the basis for this research. Through interviews with current physician leaders and review of relevant, current research, we examine how the soft skills associated with emotional intelligence are essential in guiding physicians in the practice of leadership.

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Experience Workshops
Transforming Insights into Action

Consider this common scenario: Your team has just received a wealth of information or feedback that will be highly useful for achieving your customer experience goals and improvement objectives. After the team meets to review the information, they leave excited about the new opportunities, yet overwhelmed about where to start. Questions such as “What can we do now to get started?” and “What should we prioritize first considering our limited resources?” need to be answered in order to translate information into action.

Consider this common scenario: Your team has just received a wealth of information or feedback that will be highly useful for achieving your customer experience goals and improvement objectives. After the team meets to review the information, they leave excited about the new opportunities, yet overwhelmed about where to start. Questions such as “What can we do now to get started?” and “What should we prioritize first considering our limited resources?” need to be answered in order to translate information into action.

Read more

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