Inspirations by CX competency “Understanding the Customer”
I am proudly sharing that “CareRing“, the Roche internal community for employees who are patients or caregivers, has won the 2020 Reuters Pharma Awards Europe… Read more »Roche internal patient community won Reuters Pharma Award Europe 2020
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
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
In the pharma industry, we are obliged to run clinical trials with new kinds of treatments that might become products. There is a typical sequence… Read more »Getting more diversity in clinical trials
Anthony Pannozzo, SVP Experience and Service Design at Continuum, outlines the challenge of balancing the emotions experienced by clinicians and patients in healthcare settings.
A brief 2.5 mins video showing a CX lesson given by Steve Jobs at Apple’s Worldwide Developer Conference in 1997 already. Sounds familiar?
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