Author: Scott Span

Google the phrase: “Customer service is dead.” You’ll discover 30 million search results. I can see why. In the last few months, I have had issues with a car rental, a hotel stay, and a vacation.  Although differences existed in these instances, the approach to resolve the...

You've likely had an excellent customer experience. You've also likely had a few bad customer experiences.  Irritating is sometimes the only way to describe the bad experiences. But what you may not have considered is what lead to that bad customer experience, and, how those things...

Guest post author: Monica Eliou, MGA, Managing Director, Healthcare Operations and Technology Healthcare is at a crossroads. The ability of an organization to succeed in an environment of uncertainty is completely dependent on a single-minded determination to achieve its vision and mission. If the mission is uncertain, it...

So - as over a month has passed since this article was originally posted, and this issue continues to be in the news, some interesting and frustrating updates: Nearly 40 percent of women who earn engineering degrees quit the profession or never enter the field...

Guest post author: Monica Eliou, MGA, Managing Director, Healthcare Operations and Technology The complexity of our healthcare system is not lost on anyone, regardless of geography, age, or socioeconomic status. For the most part, our healthcare system is structured, and resources are in place, to care for the ill....

When it comes to patient care, there is no one size fits all approach. Change is a constant. Patients expect transparent, accessible, responsive, and affordable services.  Providing a great patient experience requires quality care and a patient-centered approach, all while balancing satisfaction scores and revenue cycle...

Speaker Paul Ryan’s healthcare bill crashed and burned last week. There is more to the story than the simple failure to pass a bill in the house - where the Republicans hold a majority 237 seats - yet needed only 217 votes to pass the...