What Healthcare Learned About Serving People, And What Your Industry Needs to Know
Most Organizations Are 15 Years Behind Healthcare on Customer Centricity!
Every company claims to be "customer-centric." Few actually are. Most struggle with the same challenges healthcare faced two decades ago: siloed departments, conflicting priorities, and customers who feel like transactions rather than people.
Healthcare had to solve this, because lives depended on it!
For 25 years, I worked at the center of healthcare's transformation toward patient centricity: as a physician, consultant, researcher, and Real-World Evidence generator. I didn't study patient centricity. I built it, implemented it, measured it, and proved it worked in one of the world's most complex, regulated, high-stakes environments.
Now I bring those battle-tested principles to organizations ready to move beyond customer-centricity talk and toward customer-centricity action.
Ready to Improve your CX?
What Healthcare Learned About Serving People, And What Your Industry Needs to Know
Most Organizations Are 15 Years Behind Healthcare on Customer Centricity!
Every company claims to be "customer-centric." Few actually are. Most struggle with the same challenges healthcare faced two decades ago: siloed departments, conflicting priorities, and customers who feel like transactions rather than people.
Healthcare had to solve this, because lives depended on it!
For 25 years, I worked at the center of healthcare's transformation toward patient centricity: as a physician, consultant, researcher, and Real-World Evidence generator. I didn't study patient centricity. I built it, implemented it, measured it, and proved it worked in one of the world's most complex, regulated, high-stakes environments.
Now I bring those battle-tested principles to organizations ready to move beyond customer-centricity talk and toward customer-centricity action.
Ready to Improve your CX?
In my book "Towards Establishing a Patient-Centric (PACE) Culture" on patient centricity, I introduced the PACE Ladder—a framework for visualizing how healthcare systems support patients on their journey toward better outcomes.
Each step of the ladder represents programs, touchpoints, and solutions that help people climb toward their optimal destination. The question marks remind us: these aren't prescribed from a template. They're defined collaboratively based on each organization's unique customers, goals, and context.
Here's the challenging question every organization must answer:
At what pace will this transformation occur? How quickly can your business models adapt to better serve customers? And the uncomfortable but necessary question: How many more customers will be lost, frustrated, or underserved until you become genuinely customer-focused?
The PACE framework addresses these questions head-on.
The PACE Framework: PACE, But At What Pace?!
Did you know that most companies are failing at Customer Centricity (even though they're trying!)
70% of CEOs say they're committed to customer centricity and building customer trust. But despite significant investments, the top 100 brands saw only a 0.7% improvement in customer experience metrics. They're spending money. They're holding meetings. They're launching initiatives... And they're barely moving the needle!
Why? Because brainstorming in-house and running a few surveys doesn't create customer centricity. You need systematic programs, evidence-based approaches, and stakeholder collaboration—exactly what healthcare spent 25 years perfecting.
And that's what we deliver.
Key principles we mastered:
Stakeholder Collaboration: Patient centricity isn't the responsibility of one department. It requires physicians, administrators, payers, researchers, and patients working together. The same is true for customer centricity—it can't be owned by CX teams alone.
Evidence-Based Decision Making: Healthcare learned to generate Real-World Evidence (RWE) proving what actually improves patient outcomes. Guessing doesn't work. Measurement does. Your customer strategies need the same rigor.
Journey-Based Thinking: Healthcare mapped patient journeys from diagnosis through recovery. Every touchpoint matters. Every gap causes suffering. Your customers have journeys too—and gaps that cause frustration, churn, and lost value.
Systematic Programs, Not Just Intentions: "We care about patients" isn't enough. Healthcare built systematic programs—patient support, advocacy, education, follow-up—that demonstrably improved outcomes. Your organization needs the same systematic approach for customers.
Outcome Accountability: In healthcare, patient outcomes are measured relentlessly. Customer centricity requires the same accountability: Are customers achieving the outcomes they need? Can you prove it?
The PACE Framework: From Patient-Centered to Customer-Centered
PACE Framework Implementation: Work with your stakeholders to define your customer journey, build your PACE Ladder, and create systematic programs that move customers toward success.
Customer Journey Mapping (Healthcare-Grade): Apply healthcare's rigorous journey mapping methodologies to identify gaps, prioritize improvements, and measure impact.
Evidence-Based CX Strategy: Move beyond assumptions. Generate customer insights with the same rigor healthcare applies to patient evidence—driving decisions your organization can trust.
Stakeholder Alignment Workshops: Customer centricity requires collaboration across silos. We facilitate alignment sessions that get departments working together toward customer outcomes.
Voice of Customer Programs: Build systematic listening programs (not just surveys) that capture customer needs, feed continuous improvement, and drive organizational learning.
Customer Outcome Measurement: Define customer success metrics, build measurement systems, and prove your customer-centricity efforts deliver business results.
Transformation Roadmaps: From current state to customer-centric future state—we build realistic, phased roadmaps with clear milestones and accountabilities.
What We Offer As Customer Centrists
In my book "Towards Establishing a Patient-Centric (PACE) Culture" on patient centricity, I introduced the PACE Ladder—a framework for visualizing how healthcare systems support patients on their journey toward better outcomes.
Each step of the ladder represents programs, touchpoints, and solutions that help people climb toward their optimal destination. The question marks remind us: these aren't prescribed from a template. They're defined collaboratively based on each organization's unique customers, goals, and context.
Here's the challenging question every organization must answer:
At what pace will this transformation occur? How quickly can your business models adapt to better serve customers? And the uncomfortable but necessary question: How many more customers will be lost, frustrated, or underserved until you become genuinely customer-focused?
The PACE framework addresses these questions head-on.
The PACE Framework: PACE, But At What Pace?!
Did you know that most companies are failing at Customer Centricity (even though they're trying!)
70% of CEOs say they're committed to customer centricity and building customer trust. But despite significant investments, the top 100 brands saw only a 0.7% improvement in customer experience metrics. They're spending money. They're holding meetings. They're launching initiatives... And they're barely moving the needle!
Why? Because brainstorming in-house and running a few surveys doesn't create customer centricity. You need systematic programs, evidence-based approaches, and stakeholder collaboration—exactly what healthcare spent 25 years perfecting.
And that's what we deliver.
Key principles we mastered:
Stakeholder Collaboration: Patient centricity isn't the responsibility of one department. It requires physicians, administrators, payers, researchers, and patients working together. The same is true for customer centricity—it can't be owned by CX teams alone.
Evidence-Based Decision Making: Healthcare learned to generate Real-World Evidence (RWE) proving what actually improves patient outcomes. Guessing doesn't work. Measurement does. Your customer strategies need the same rigor.
Journey-Based Thinking: Healthcare mapped patient journeys from diagnosis through recovery. Every touchpoint matters. Every gap causes suffering. Your customers have journeys too—and gaps that cause frustration, churn, and lost value.
Systematic Programs, Not Just Intentions: "We care about patients" isn't enough. Healthcare built systematic programs—patient support, advocacy, education, follow-up—that demonstrably improved outcomes. Your organization needs the same systematic approach for customers.
Outcome Accountability: In healthcare, patient outcomes are measured relentlessly. Customer centricity requires the same accountability: Are customers achieving the outcomes they need? Can you prove it?
The PACE Framework: From Patient-Centered to Customer-Centered
PACE Framework Implementation: Work with your stakeholders to define your customer journey, build your PACE Ladder, and create systematic programs that move customers toward success.
Customer Journey Mapping (Healthcare-Grade): Apply healthcare's rigorous journey mapping methodologies to identify gaps, prioritize improvements, and measure impact.
Evidence-Based CX Strategy: Move beyond assumptions. Generate customer insights with the same rigor healthcare applies to patient evidence—driving decisions your organization can trust.
Stakeholder Alignment Workshops: Customer centricity requires collaboration across silos. We facilitate alignment sessions that get departments working together toward customer outcomes.
Voice of Customer Programs: Build systematic listening programs (not just surveys) that capture customer needs, feed continuous improvement, and drive organizational learning.
Customer Outcome Measurement: Define customer success metrics, build measurement systems, and prove your customer-centricity efforts deliver business results.
Transformation Roadmaps: From current state to customer-centric future state—we build realistic, phased roadmaps with clear milestones and accountabilities.
What We Offer As Customer Centrists
FAQs
What services offered?
We specialize in team dynamics, productivity, learning, and event management.
Who leads retina group?
Dr. Ashraf Ibrahim, a published author with over 30 years of experience.
How do you tailor solutions?
We use real-world insights and client input to craft solutions that fit unique organizational needs.
What industries served?
We work across various sectors, adapting to each client’s specific challenges.
How to start engagement?
Reach out via our contact page to discuss your needs and goals.
What results can clients expect?
Clients see measurable improvements in team performance, productivity, and learning outcomes.