Experience Mapping Builds Empathy AND Revenue
patient experience, empathy, revenue, experience mapping, marketing, patient stories, interviewing, front line, clinic support, staff participation, touch points, experience management, patient perceptions
Experience Mapping has become a catalyst for MD Anderson clinical service lines to affect revenue growth. From referring physicians to patient education to service delivery, the technique provides insights to drive care, coordination and communication. Participants will learn how to design and execute an Experience Mapping project as well as see examples of how to apply experience mapping insights to operational improvements, marketing communications and coordination.
Cara Zorzi, Associate Director of Marketing, MD Anderson Cancer Center
John McKeever, President, Gelb Consulting Group, Inc.
Related Body of Knowledge courses: Coaching and Developing Others.