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E72:  Spreadsheets Don’t Build Empathy – Steve Koch of Cast & Hue

A Sherpa’s Guide to Innovation

E72: Spreadsheets Don’t Build Empathy – Steve Koch of Cast & Hue

July 1, 2020
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E72: Spreadsheets Don’t Build Empathy – Steve Koch of Cast & Hue

Ben and Jay welcome Steve Koch, co-founder and Senior Vice President at customer experience consultancy Cast & Hue.  Steve talks about his career transition from marketing and advertising to human-centered design, and the critical connection of customer experience to brand.  He discusses how to overcome barriers to employing human-centered design to enhance the healthcare experience and how Jobs To Be Done enhances design work at Cast & Hue.  In addition, Steve offers helpful advice for conducting virtual design work, and a preview of upcoming Cast & Hue research on telemedicine customer experience during COVID-19.

Cast & Hue Research Report – Rebuilding Patient Volume in a Time of Fear & Uncertainty

Mckinsey & Company – The Business Value of Design

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Steve Koch
Cast & Hue
Ben Tingey
Jay Gerhart
A Sherpa’s Guide to Innovation

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