CX = a people business
Emotional targets and behavioral drivers are key and vital success factors for Customer Experience. With external customers as well as with internal CX adoption.
Christian Velten
“I just need to know that our NPS score is higher than the one of …”
5 reasons why being satisfied with having a higher NPS than your competitor is a dangerous pitfall
Providing proof of CX commercial value @2024 CXM for Life Science
Presentation about providing commercial value proof of customer experience approaches.
Back @Reuters Pharma 2024 with Roche VoC and real-life proof of commercial value
Dr. Christian Velten speaking at 2024 Reuters Pharma Barcelona conference about VoC driving more and better business
Using Metrics to Communicate Commercial Value of CX @2024 Annual CX Conference
Presentation on Maximise Measurement Tools & Metrics To Communicate The Commercial Value Of CX & Prove The Strategic Impact By Demonstrably Improving ROI at 2024 9th Annual CX Conference
Top 7 ‘AI for customer service’ discussion themes
During Q4 this year, I have been – intentionally and accidentally – involved in a series of discussions dealing with the impact of AI technology… Read More »Top 7 ‘AI for customer service’ discussion themes
The AI mantra for customer services @CX Network
Fireside chat discussion about how AI can help shifting their view on customer service as more being understood as a shared value creation function.
Mastering CX in Pharma: Applying Universal Methodologies for Success @2023 World Class Digital CX conference
Presentation about mastering customer experience in the pharmaceutical industry by applying universal methodologies.
Are you paying for transformation to fail?, panel discussion @2023 Indegene Digital Summit
Just enjoyed a lively and rich discussion about “Are you paying for transformation to fail?” as a panel member at the 2023 Indegene Digital Summit… Read More »Are you paying for transformation to fail?, panel discussion @2023 Indegene Digital Summit
From ‘old old’ to new
In my industry (and I assume not only there), we speak a lot about ‘co-creation‘. A lot! Because we are deeply convinced that ideating and… Read More »From ‘old old’ to new