Inspirations by CX competency “Customer Experience Strategy”
Rich Schwartz of Medallia and Mark Bard of the DHC Group share research findings from both HCPs and marketers taking a look at the current role of CX in life sciences. They were joined by Laurie Meyers, Sr. Director, Experience and Engagement Design at Genentech and Jessica Saperstein, Head of Customer Experience and Consumer Marketing at Novartis to further discuss and apply these insights to the future of CX in the pharmaceutical industry.
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
Many roads lead to Rome. But knowing which of those have worked for others before, doesn’t hurt. Today, I would like to share with you… Read more »Sketch of a high performing CX team
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
In my ecosystem – the pharmaceutical industry – it seems to be difficult for some people to call health care providers (HCPs) or patients our… Read more »Why it is good being a customer
Listen to Daniel Ord (Omnitouch) telling us what he learned about CX Strategy in an art gallery owned by him in Singapore. The gallery was… Read more »Daniel Ord: What I learned about CX Strategy by owning an Art Gallery