Jacob Simkovich

Customer Experience
Beyond Discharge: Designing a More Connected Patient Experience
Patients rarely decide how they feel about a hospital stay while they are still in the bed. Th...
Jacob Simkovich
September 4, 2026 | 13 MIN READ
Customer Experience
How Care Coordination Shapes the Patient Experience
Patients experience healthcare as one journey, not a collection of departments. But the systems...
Jacob Simkovich
August 18, 2026 | 13 MIN READ
Customer Experience
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 | 13 MIN READ
Customer Experience
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 | 13 MIN READ
Customer Experience
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 | 13 MIN READ
Customer Experience
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 | 13 MIN READ
Customer Experience
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
August 26, 2026 | 13 MIN READ
Customer Experience
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
August 26, 2026 | 13 MIN READ
Customer Experience
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
August 26, 2026 | 13 MIN READ
Customer Experience
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
September 2, 2026 | 13 MIN READ
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