Contextual Pricing: The Death of List Price and the New Market RealityRobert Docters, Michael Barzelay, John G. Hanson, Cecilia NguyenOctober 19, 2011
Prescription for Excellence: Leadership Lessons for Creating a World Class Customer Experience from UCLA Health SystemJoseph MichelliMay 3, 2011
The Customer Experience Edge: Technology and Techniques for Delivering an Enduring, Profitable and Positive Experience to Your CustomersReza Soudagar, Vinay Iyer, Volker HildebrandSeptember 23, 2011
Measuring ROI in Healthcare: Tools and Techniques to Measure the Impact and ROI in Healthcare Improvement Projects and ProgramsJack Phillips, Victor Buzachero, Patti Phillips, Zack PhillipsApril 23, 2013