This document discusses how customer experience tools like Net Promoter Score (NPS) and big data can be used as design tools. It suggests that meanings exist through interactions rather than inherent in things themselves. True customer-focused leadership involves getting hands-on experience. It also discusses various challenges around customer experience and health insurance, and proposes using design thinking to address these challenges and provide clarity for customers. The document advocates connecting data to people through stories to build a more humane experience.