I asked for a human.
The system transferred me. Someone—or something—responded. And I still wasn’t sure if I was talking to a person or a bot.
Here’s what I’ve gotten very suspicious of: When …
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Healthcare and other organizations are increasing using automation, specifically AI automation, to expedite a wide range of processes and interactions. That can be a very good thing, for …
The Organizations Winning on Reputation and Retention Aren’t Spending More. They’re Building Better Cultures.
Think about how many people interact with your organization daily. Patients, staff, …
In fact, it’s better if you don’t!
I was working with a manager recently who was completely overwhelmed. Every time someone on her team came to her with a question, she’d drop everything to solve …
The importance of looking for opportunities to support and bolster your team
Here’s what a manager said to me recently: “I don’t really see encouragement as part of my job. I hire good people. …
Why what you think is happening may not be what’s really happening
Marketing works hard to get the phone to ring. They build campaigns. They drive traffic. They invest in getting potential …
Start with a clear definition
As we work with healthcare organizations to improve both the employee and patient experience, we’re often met with the same quandary. How do we build a better culture …
But there’s something you can do to drive desired behaviors.
Empathy is a trait that is generally considered a “must have” in healthcare. But what is empathy? And can it be trained or developed in …
The leadership question that changes everything.
During a recent leadership coaching session, one of my colleagues, Kwesi Johnson posed a brilliant question to the group: “Are you more like a …
There’s a saying you’ve probably heard: “People don’t care how much you know until they know how much you care.”
That’s particularly true in healthcare. Think about the typical patient/physician …
