The Healthcare "Gathering Storm" Requires a New Map. Here's Mine.

A 1% increase in loyal patients = $40M in new revenue. The secret? Building trust at every touchpoint—starting with your contact center.

What's a 1% Increase in Patient Loyalty Worth? Try $40 Million

The VOI framework that translates HCAHPS scores into CFO language—and $40M business cases.

The Thanksgiving Gratitude Trap: Why 'Thank You' Doesn't Build Patient Loyalty

Can AI finally replace your contact center agents?

The answer is "yes, and no." Your next strategic move is to build a 'Super Agent' workforce.