‘The Underground Railroad’ Review: A Journey Into American Darkness

Jessica Wong

Again and again throughout Barry Jenkins’ adaptation of Colson Whitehead’s Pulitzer Prize-winning novel The Underground Railroad, the Oscar-winning Moonlight director will pause the story to present a tableau of his huge cast of black characters. These shots are stunning in their composition, as if Jenkins and cinematographer James Laxton are painting an entirely different vision of American history than the one you most commonly find in textbooks and on museum walls. It’s an appropriate touch for a story that weaves in agonizingly real details from our horrible past of racist injustice with Whitehead’s rewriting of yesterday — so that,

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How to Turn Member Touchpoints into a Continuous Consumer Journey

Jessica Wong

Every member interaction with a health insurance plan offers the potential to build brand loyalty. It can also help keep members engaged and increase the chances for better health outcomes. But to make the member experience unique and individualized, you have to look at the member journey holistically and see the full picture of a member’s health. Here are five ways to turn the traditional member touchpoints into a continuous consumer journey.

Turn limited visibility into greater insight with digital health

Traditional episodic support gives healthcare staff an incomplete picture of the different factors that can cause adverse health outcomes.

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The Key to Better Customer and Employee Experiences

Jessica Wong


PHOTO:
Wan San Yip | unsplash

Business buyers, consumers and employees are emerging from the past year with high expectations for a great experience. Eighty percent of customers say that “the experience a company provides is as important as its product or services” according to the Salesforce State of the Connected Customer, 4th Edition (pdf). And 92% of employees believe it’s important for their employers to listen to their feedback according to Qualtrics, 2021 Employee Experience Trends.

However, despite all the discussion about customer experience (CX) and employee experience (EX) during the big pivot last year, many brands still

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A Guide To Customer Journey Mapping Best Practices

Jessica Wong


PHOTO:
yossarian6

A customer journey map illustrates all of the touchpoints that a customer has with a brand as they weave their way through the marketing funnel across all of the brand’s channels, and it’s a key to improving the customer experience. This article will look at how brands can create a customer journey map, and will include best practices, practical advice, success tips, and step-by-step details from brands that have successfully used a customer journey map to improve the customer experience.

Customer Journey Mapping Best Practices

Dave Dabbah, CMO of CleverTap, an SaaS-based customer lifecycle management and mobile

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Leaving home and the journey across Mexico

Jessica Wong

René Kladzyk and Maria Ramos Pacheco/El Paso Matters and Veronica Martinez/La Verdad

First of a three-part series

Running children and crying babies create a cacophony at El Buen Samaritano shelter, but in a far corner, Carmela holds her 2-year-old in silence. She can’t communicate with anyone — she doesn’t know Spanish, and no one at the facility can understand the Indigenous language she speaks. 

Indigenous migrants like Carmela encounter extra hurdles in attempting to reach the United States: communication difficulties, cultural barriers and anti-Indigenous discrimination. 

In this three-part series, we’ll trace the path of a migration journey from Guatemala, investigating

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