CASE STUDY

Experience-Driven Growth in Healthcare

Industry:
Healthcare
Solution:
Customer-led Growth, Experience Strategy & Management

Problem Statement:

A prominent U.S. health system sought to integrate consumer best practices and operational excellence to revolutionize its industry. The goal was to enhance patient experiences, increase profitability, and mitigate risks by leveraging CX insights and strategies from outside the industry.

Our Approach:

Cortico-X implemented a tailored Experience Management (XM) ecosystem, enabling the health system to uncover and address previously hidden issues.
Key actions included:

Growth
Strategy

Developing an experience management strategy and operating model for immediate ROI.

Experience
Optimization

Establishing omnichannel voice of the customer programs to pinpoint areas for improvement.

Attrition
Optimization

Creating a closed-loop service recovery program to enhance patient satisfaction.

Cultural
Transformation

Launching a leadership empathy immersion program to connect executives with frontline experiences.

Results:

By implementing a comprehensive growth strategy, the health system saw immediate, measurable improvements in both financial outcomes and employee satisfaction, exceeding their first-year targets:

  • $12.4M revenue increase (1.6x expected ROI).
  • 33% reduction in employee turnover.
  • 13k patients benefited from service recovery
  • 6% increase in patient ease
  • Awarded 2023 US CX Award for Customer-Centric Culture

This success story underscores how a well-executed Experience Management strategy can significantly enhance both patient and employee satisfaction, leading to substantial financial gains and a more resilient healthcare organization.

How Can

We Help You?

If you’re looking to transform your patient and employee experience while driving substantial financial growth, reach out to Cortico-X.

Our tailored strategies deliver results that set your organization apart.

Related case studies

Driving Experience Excellence Through Cultural Transformation

Data-Driven Decisions for Operational Excellence

Accelerating AI Innovation with Cortico-Xplorations

© 2024 Acquis Consulting Group L.L.C

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© 2024 Acquis Consulting Group L.L.C

HOME
WHO WE ARE
HOW WE HELP
CAREERS

299 Broadway
Suite 1200
New York, NY 10097

212.609.2700
cortico-x@acquisconsulting.com

GET IN TOUCH
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The league anticipates that the new platform will help to engage younger fans and break down geographic barriers—while providing the tech foundation to be ready to jump into the metaverse.

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in employees’ shoes

Problem
A major health provider embarked on an ambitious journey to uplift the voice of their employees and embed the patient experience into its culture and operating model. In order to more meaningfully achieve their goals, leaders knew they needed to get closer to the frontline experience and more intimately understand the challenges faced by employees each day.
Solution
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Result
With two pilots completed to date, Walk a Mile is resulting in renewed perspective and strengthened connections across the organization. Employees reported feeling valued and heard on a new level, while leaders found it refreshing to step away from their often 50,000-foot view to build a greater understanding of critical responsibilities and work processes that drive strategic endeavors. While the initiative primarily aims to build empathy, leaders also collaborate with the frontline to identify solutions that alleviate challenges, improve inefficiencies and support a positive working experience. The company is now scaling the program so that it is embedded in each of its seven markets. Ultimately, the organization hopes the deepened synergies between leaders and frontline employees will improve the patient experience in previously unimagined ways.

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Solution
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