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Hardwiring Discharge Planning Best Practices to Decrease Length of Stay

Qventus white paper - March, 2021
As health systems seek to improve operational efficiency, many are pursuing strategies to reduce length of stay through more effective discharge planning. However, there is sparse existing literature around specific best practices and the true effectiveness of these initiatives.

​Lessons from an Experiment on Boosting Customer Referrals

Medallia white paper - April 17, 2017
In collaboration with researchers at the Stanford Graduate School of Business, we conducted a field experiment with over 13,000 members of an athletic club to evaluate the impact of different referral strategies.​

Innovation at Scale
Turning Size into an Advantage for Customer Experience Innovation

Medallia white paper - February 2, 2017  (updated from November 4, 2015 version)
Established organizations often struggle to keep up with the pace of innovation set by smaller, more nimble competitors. What many of these companies fail to realize is that their size and reach can actually accelerate innovation rather than inhibiting it.

On the Value of "Unrealistic" Research
Or, How to Read Minds with a Few Hundred Bucks and Some Dice

Medium - June 3, 2016
People lie, people cheat, and people steal. But they are also courageous and selfless — in ways that are sometimes subtle and surprising.

Picking the Right Customer Experience Metric: It All Just Depends

Medallia Blog - January 26, 2015
Monte Carlo simulation to solve a practical statistical power question about CX metrics.

Driving Bank Earnings Growth through Customer Experience

WHICH 50 - April 30, 2015
Why marketing for banks isn't what it used to be and how it changes where they should invest.

People Power: Turning Customer Experience into a Marketing Tool

The Guardian - November 6, 2014
My thoughts on how and why traditional marketing is getting replaced. (Spoiler: it’s good news.)

The Value of Customer Experience, Quantified

Harvard Business Review Blog - August 1, 2014
Making your customers happy is more than just a nice idea. Turns out it matters. A lot. (Download of full paper here.)

The Unanticipated Consequences of a Frictionless Mobile Experience

Harvard Business Review Blog - July 3, 2013
Becoming mobile-friendly engages new kinds of customers – and yields surprising results.

The Creation of Rational Fools

Alchemy, Swarthmore College - 2007
Homo economicus, the notion of humans as simple maximizers of individual utility, has been around since the birth of modern economics.