Taking anecdotal feedback serious
Honestly spoken, I had been very much surprised by this statement by Amazon-founder Jeff Bezos‘ as Amazon is known as such a strong data-driven and… Read more »Taking anecdotal feedback serious
about understanding the customer
Inspirations by CX competency “Understanding the Customer”
Does your customer portal meet customer needs … or yours?
OK, honestly spoken, I am afraid to say that when it comes to customer portals I might be biased. Over the past decades, I have… Read more »Does your customer portal meet customer needs … or yours?
What clinicians want to know about the health economic profile of new drugs (free webinar)
Short-term opportunity spotted for a free webinar offered by CELforPharma. On Monday, 29 November 2021, 1:00 – 1:45 PM CET, Prof. Lieven Annemans is speaking… Read more »What clinicians want to know about the health economic profile of new drugs (free webinar)
5 Things Healthcare Organizations Can Learn From Disney
Disney and healthcare are worlds apart in what they do. While healthcare is largely a utilitarian service offering (i.e., patients need a problem to be… Read more »5 Things Healthcare Organizations Can Learn From Disney
Watch this movie if you can
I wholeheartedly invite you considering to watch the movie “Oliver Sacks: his own life” if you may have the opportunity to. London-born Oliver Sacks was… Read more »Watch this movie if you can
Reality inspiring innovation
A really inspiring example about how watching and listening to reality needs can funnel into innovation … here a small piece of technology plus a… Read more »Reality inspiring innovation
Transforming CX by using journey maps
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
How MailChimp turned data into action
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
Turning B2B insights into actions
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
Cross-functional collaborative research
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