As principal for Structured Empathy. Brian provides training and consulting services for customer and employee experience design, often beginning with journey mapping. He is a marketing professor at Centennial College and a twin-degree professional engineer based in Toronto.
From 2010 to 2017 with Oracle, Brian introduced thousands of people to customer experience design using journey mapping for B2C & B2B customers, employees, donors, volunteers, students, citizens, suppliers and partners. I have led 50+ multi-customer events, and facilitated custom engagements for 100+ organizations including DuPont, McDonald’s, Bosch, Cisco, Citibank, CIBC, Sun Life, Air Canada, Fairmont Hotels, Indigo, Pearson and the UN Refugee Agency. I was recently voted best new speaker at the International Fundraising Congress in Amsterdam.
Day 1: Fall 2020
Day 2: Fall 2020
2:30 pm
2:30 pm
INDUSTRY EXPERT: STRUCTURED EMPATHY
Improving Patient Experience Through Journey Mapping
One of the core aims of integration is to improve the patient experience by enabling them to more easily navigate the health system and transition between providers. Empower patients and improve their experience. Source insights to:
- Better understand how patients experience care
- Evaluate the effectiveness of your integration efforts
- Determine whether a navigator role is the right fit for your organization
Optimize your patients’ journeys through the system to save money and improve experience.
