Changing Customer Engagement at Vanderbilt University Medical Center
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Three years ago, Vanderbilt University Medical Center put itself on the examination table. It was taking a strategic look at the overall healthcare industry, trying to get a big picture view of where it was and where it needed to go. The trend was definitely toward the upfront issues of health and wellness—preventative measures that kept people out of the healthcare system. But was that something a healthcare organization that typically deals with issues after the fact could or should get involved with? Uncertain, officials at....

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