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Patient Experience

Putting the Patient First: Changing Demands in Healthcare

Healthcare organizations have traditionally delivered care focused on the needs and convenience of the organization—not

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Janet Biedron September 20, 2018 No Comments
corporate certification customer
Employee Engagement

Four of the Most Successful Employee Engagement Strategies Also Drive Customer Experience

There are hundreds of best practices for employee engagement, and all of them are being

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Mohamed Latib September 18, 2018 No Comments
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Employee Engagement

You want talent, but can you manage it?

Can you think of a business that wants untalented workers? And yet, how many businesses

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Mohamed Latib September 11, 2018 No Comments
Quicken loans employee culture
Employee Engagement

Top-Rated in Employee Engagement and Customer Satisfaction: How does Quicken Loans do it?

https://youtu.be/c_iqvSZMGps There is an incredible amount of data corroborating the deep relatedness between customer satisfaction

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Mohamed Latib July 31, 2018 8 Comments
Employee Engagement

The Most Inspirational Employee Value Proposition on the Planet, Dissected

It is easy to find the definition of Employee Value Proposition (EVP), but it is

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Mohamed Latib July 24, 2018 No Comments
Employee Engagement

Employee Engagement Requires an Authentic Contract with Leadership: Two standout cases in Energy and Insurance

Employees want to feel a sense of commitment to their work. And in return for

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Mohamed Latib July 9, 2018 No Comments
Customer experience corporate packages
Employee Engagement

What Can Customer Experience Take from Holacracy and other Self-Organizing Business Models?

Self-organizing models of governance, like holacracy, are comprehensive approaches to structuring and running businesses. They

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Mohamed Latib April 26, 2018 No Comments
cascading collaboration CX
Organizational Adoption of CX

Break Silos with This Secret Customer Experience Weapon: Cascading Collaboration

People live in their own functional domains. They have their responsibilities, their metrics, and they

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Mohamed Latib March 29, 2018 1 Comment
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