Tools & Resources

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CACP Mapping the Consumer Journey - Info Brief

September 2020

Journey mapping lays the foundation for an organizational culture that reinforces the power of consumers' lived experience, creates a roadmap for change, and highlights opportunities to create responsive solutions that can help improve care and services. This info brief outlines CACP's unique approach to journey mapping, which includes leveraging insights from consumers with significant needs to validate an organization's journey map and prioritize improvement opportunities.  

Empathy and Consumer Partnership - CACP Video 

August 2020

Adaptive leaders understand that empathy is a core value and embedding consumer voice into an organization's fabric and culture is not only the right thing to do, but also a forward thinking business decision.  CACP Executive Director Melinda Karp discusses how "organizational empathy" supports the integration of consumer expertise into all aspects of strategy development and operations.