CXN Live: Customer journey management 2022 – free online event (Apr 13-15)
Free online event by CXN “Customer journey management 2022 – Enhancing Customer Experience through Improved Journey Mapping, Design and Optimization” on Apr 13-15 2022.
about CX design
Inspirations by CX competency “Customer Experience Design”
CXN Live: Customer self-service 2022 – free online event (Mar 29-30)
Free online event by CXN “Customer self-service 2022 – Leveraging self-service to increase customer experience, reduce contact volumes and improve efficiency” on Mar 29-30 2022.
Customer community for support and ideation
Another online community case study by inSided. This time on KPN, who is delivering mobile, landline, TV and internet services to customers across Europe. KPN… Read more »Customer community for support and ideation
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?
PillPack (by Amazon) is NPS-outperfoming pharmacy market
Amazon’s online pharmacy PillPack is dramatically outperforming competition in NPS score. With PillPack reaching an NPS of 80 (where scores above 70 are considered “world… Read more »PillPack (by Amazon) is NPS-outperfoming pharmacy market
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
CX Day Greeting 2020 by Daniel Ord
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
“Burger Bullet” prototyping and mock-testing
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
Give patients a voice by telling their stories
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
Getting more diversity in clinical trials
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
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