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Healthcare Innovation

SDoH

+4

The Hospitality Advantage: Anticipatory Care and the Patient Experience

Dec 24, 2025

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8 min read

The Hospitality Advantage: Anticipatory Care and the Patient Experience

Are you anticipating patient needs—or just processing transactions? Discover the difference.

Ebony Langston
Ebony Langston

Value Based Care

+6

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

Dec 3, 2025

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14 min read

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.

Ebony Langston
Ebony Langston

Call Center Strategy

+6

Can AI finally replace your contact center agents?

Oct 15, 2025

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9 min read

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.

Ebony Langston
Ebony Langston

Operational Optimization

+7

You Can't Have Patient Experience Without Staff Experience

Sep 24, 2025

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9 min read

You Can't Have Patient Experience Without Staff Experience

The human infrastructure is the foundation of a resilient health system. But are you truly investing in it?

Ebony Langston
Ebony Langston

Operational Optimization

+3

Your Cost-Cutting Strategy is Missing a Key Piece

Sep 17, 2025

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7 min read

Your Cost-Cutting Strategy is Missing a Key Piece

The Strategic Imperative of Total Cost of Ownership in Healthcare

Ebony Langston
Ebony Langston

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