How Ardent Health Puts Patients Front And Center

Customer centricity is vital to the success of every organization — and nowhere more so than in healthcare. When Ardent Health set out to better understand the customer journey and provide the best possible experience for patients, it turned to Forrester. In this video, Ardent Health’s Chief Consumer Officer Reed Smith describes how Forrester experts helped his team map each step of the customer journey and implement measurable improvements. The work they did together significantly improved ease of access to care, ultimately reducing average wait times for appointments by nearly four weeks.

The research is wonderful, the reports are great … but I think as we've worked with our executive partner and different analysts, the way that we think about that is them really being a part of our team.

Reed Smith
Chief Consumer Officer, Ardent Health