This week, I would like to share a Crain’s article that shows how CX transcends industries and serves as a strategic tool to help solve some of the most difficult problems.
The challenge for U of I Chicago is real: Robert Barish, vice chancellor for health affairs and Hospital CEO Avijit Ghosh are “trying to graft a Disney-esque, customer-centric mentality onto a no-fun travel destination: the 490-bed hospital on the Near West Side where more than 4 in 10 patients don't have private health insurance and Medicaid-related payments over 60 days past due have doubled to $80 million in the last year.”
This is a case study to watch over the coming years.