From Insights to Action: Using Journey Mapping to Humanize Experience

Baptist Health, South Florida is a top ten brand according to the annual Humanizing Brand Experience report. But they wanted to do more … they wanted to strengthen and improve the consumer experience for the future. To deeply understand consumers and their perspectives on experience, they turned to expansive journey mapping research. In this webinar, you’ll hear about the focus on five key journeys—emergency room, inpatient, cancer, primary care, and urgent care.

Join us to examine the highlights of the research, including the touchpoints and key moments that matter along each unique journey. Learn how the data is helping Baptist Health prioritize actions and enhancements across the entire journey to improve experience and elevate brand reputation. Plus, hear how to:

• Uncover what truly drives the functional and emotional aspects of experience

• Focus and prioritize where experience change needs to happen

• Move beyond expected experiences and traditional brand roles to define and design meaningful moments

• Develop best practices for socialization and working across departments to make change happen

Presented by:

Danny "Elf" Elfenbein
AVP, Digital Health + Patient Experience 
Baptist Health

Angie Medina
AVP, Office of Patient Experience 
Baptist Health

Grant Mason
Executive Director, Insights 
Monigle

Zach Bruggeman
Associate Director, Insights 
Monigle

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