Jacob Simkovich

Healthcare

Trust as Infrastructure: Billing, Privacy, and Feedback Loops in Healthcare

Picture a patient leaving the hospital after a successful procedure. Two weeks later, the bil...

Jacob Simkovich

August 7, 2026 | 12 MIN READ

Healthcare

Why Customer Experience is Redefining Competitive Advantage in Fintech

Executive Summary For most of the past decade, financial services could assume a structural ...

Jacob Simkovich

August 4, 2026 | 12 MIN READ

Healthcare

Hotel Feedback That Drives Action: Closing the Post-Stay Loop

The Survey Nobody Acted On A guest finishes a three-night stay. The next morning, an email ...

Jacob Simkovich

July 28, 2026 | 12 MIN READ

Healthcare

Hyper-Personalization Using First-Party Data: Relevance Without Intrusion

The Difference Between Knowing Your Customer and Understanding Them A few weeks ago, I to...

Jacob Simkovich

July 24, 2026 | 12 MIN READ

Healthcare

How Employee Engagement Drives Credit Union Member Outcomes

Imagine a member walks into a branch to ask about mobile check deposit. The teller is fri...

Jacob Simkovich

July 13, 2026 | 12 MIN READ

Healthcare

Fixing the Retail Mobile Experience: Beyond Responsive Design

For most retail customers, the first encounter with a brand now happens on the phone. More th...

Jacob Simkovich

July 9, 2026 | 12 MIN READ

Healthcare

Building a Voice of Employee Program at Your Credit Union That Drives Real Change

The Connection Between Employee Voice and Member Experience Credit union members notice when...

Jacob Simkovich

July 8, 2026 | 12 MIN READ

Healthcare

Why Improving Inpatient Communication is Essential to Patient Experience

Walk through an inpatient unit on a busy afternoon. A nurse moves between three rooms in a five...

Jacob Simkovich

July 3, 2026 | 12 MIN READ

Healthcare

What Banking Customers Really Want in 2026: Lessons from The Sogolytics CX Rankings

Most banks operate on the assumption that competitive rates and rewards programs are the prim...

Jacob Simkovich

August 7, 2026 | 12 MIN READ

Healthcare

Why Your Best Retention Strategy Starts Before a Member Ever Complains

Picture this. You join a new gym and most of it lands well. The equipment is solid, the layout ...

Jacob Simkovich

June 18, 2026 | 12 MIN READ