The Experience Evolution
During the pandemic, customers found it critical to adopt online banking solutions. As a result, innovations accelerated in the banking industry. Now, technology is drivingnew trends in digital banking behaviors from customers who expect their online experience to match their in-branch experience. So, how do banks and credit unions maintain the human element in…
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Software & Technology
Emerging Trends of the New Normal Shopper
With signs pointing towards a slowing of the pandemic, the spotlight is on the emerging trends and patterns taking hold in the era of the new normal shopper. To make sense of these trends and gain better knowledge and understanding of where retail will shift and what it needs to do to capitalize on new…
Retail
Appointments Are a Key Business Investment in the Experience Economy
Businesses already recognized the importance of appointments as an experience driver for customers and prospects before the pandemic. Once the pandemic hit, however, the need and desire for appointments accelerated, and companies now see the ability to pre-book or schedule meetings as an integral part of providing personalized service to consumers. John Federman, CEO of…
Experience Evolution
A JRNI through Experiential Relationship Management
JRNI is a platform for scheduling and managing personalized experiences for retail, banks, credit unions and other financial institutions. John Federman, JRNI’s CEO, helped kick off the inaugural episode of the The Experience Evolution with a conversation with host James Kent on how retail and financial industries can take their business to the next level…
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How Hospitals Can Defend Against Payer Denials Without Sacrificing Patient Care
Payer denials used to feel like a series of personal affronts—clinicians and administrators trading war stories in hallways, certain they were being shortchanged but lacking the proof to do more than fume. Today, that fog should be lifting: with data warehouses, smarter analytics, and years of claims history, hospitals can pinpoint which payers…
From Peer-to-Peers to Paper Wars: Inside the Daily Grind of Fighting Insurance Denials
Insurance denials have quietly become one of the most powerful forces shaping American healthcare, not through better outcomes but through a steady tightening of what insurers are willing to cover and when they’ll say so. The real scandal isn’t just that claims get rejected—it’s that the system rewards obstruction, pressuring hospitals to spend…
Navigating the Power Differential: A Physician’s Perspective
Healthcare in the U.S. often feels less like a covenant and more like a negotiation conducted on a tilted table, where insurers hold the rulebook and patients hold the receipt for their pain. The “two-midnight rule” and similar fixes were meant to tame arbitrary denials, yet the system keeps sprouting fresh loopholes because…
Navigating the Denial Pipeline: How Medicare Advantage Plans Reshape Access to Care
Medicare Advantage was sold as a smarter, more efficient way to care for seniors, but too often the efficiency seems to land on the wrong side of the patient–provider relationship. When plans deny or delay needed services through opaque rules and weak oversight, beneficiaries feel it first—in missed therapies, postponed procedures, and a…