Forrester has published an inspiring case study about how DBS reinvented the Asian banking experience. Outcomes: 239 million customer service hours saved in 3 years… Read more »Transforming CX by using journey maps
Evernote has published an case study on how MailChimp turned data into action with Evernote Business. There might be same bias with the solution due… Read more »How MailChimp turned data into action
Forrester has published an exciting case study about how Sage Software North America built tools and governance to improve CX. Outcomes: 90% resolution rates 1.5x… Read more »Turning B2B insights into actions
Forrester has published a case study about how Etsy invests in customer understanding to steer growth. Outcomes: 10% lift in ability to find desired search… Read more »Cross-functional collaborative research
This special 75-minute Global Town Hall by MAPS (Medical Affairs Professional Society) focuses on digital innovation in medical affairs and the evolution of the field… Read more »Digital innovation in Medical Affairs
Watch this video of Daniel Ord explaining the importance of customer perception, with a special emphasis on the Customer Experience Pyramid (Meets Needs … Easiness… Read more »CX Day Greeting 2020 by Daniel Ord
What has an entertainment movie to do with serious CX design? Well, you might watch this clip from “The Founder 2”, to understand that prototyping… Read more »“Burger Bullet” prototyping and mock-testing
A physicians voice … (HCP = health care provider or health care professional in pharma language, e.g. physicians, nurses, caregivers, pharmacists, etc.)
Forrester has published an inspiring case study on how the American Cancer Society used measurement to optimize CX. With the following outcomes: 10% increase in… Read more »Outcome-driven CX measurement by a medical association
Storytelling can be a great way of landing a difficult message. Using authentic characters, talking with the insight that can only come from people who… Read more »Give patients a voice by telling their stories