Tag Archives: experience

The quest for external worthiness is exhausting. The experience of internal worthiness is exhilarating.

We often think something will or someone can make us feel better. When the system appears broken, the culture toxic, the space unwelcoming, we are uncomfortable. To feel more comfortable, we seek to change the surroundings and, when that seems impossible, change ourselves to fit in. We quiet our inner voices to create an external… Read More »

New contact center model helped Dana-Farber improve the patient experience

The Dana-Farber Cancer Institute, a Harvard Medical School teaching hospital, recently underwent a change to its contact center to improve how it connects with patients. “One of our goals was to figure out a way to improve the patient experience so that we could really contain and capture all of these different points of contact… Read More »