Improving the customer experience of the surgery waiting room

Improving the customer experience of the surgery waiting room

ByJosh Bernoff

My son, who is 19, had surgery two days ago at Emerson Hospital in Concord, Massachusetts. I was impressed with the ways in which Emerson improved the experience of waiting for a surgical patient. I also have a few suggestions. The surgery was successful and my son is recovering nicely. Everybody is fine. The surgical’s team’s number…

Satya Nadella’s mission for Microsoft is an icon of clarity

Satya Nadella’s mission for Microsoft is an icon of clarity

ByJosh Bernoff

Sixteen months ago, Satya Nadella took over as Microsoft CEO. Today he emailed Microsoft’s 100,000 employees about the company’s mission. His email is an icon of clarity, focus, and motivation. Thanks to GeekWire, you can read the whole email. Consult your local analyst for an opinion on whether Microsoft can execute on this vision. But regardless, you could learn…