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.