“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
CX inspirations by CX domain/competency “measuring customer experience success”
5 reasons why being satisfied with having a higher NPS than your competitor is a dangerous pitfall
Presentation about providing commercial value proof of customer experience approaches.
Dr. Christian Velten speaking at 2024 Reuters Pharma Barcelona conference about VoC driving more and better business
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
At Roche, we have made major progress with the evolution of an enterprise Voice-of-the-customer (VoC) Program, which includes a full VoC framework and business processes… Read More »Speaking about Roche trailblazing Pharma VoC @2023 CXM for Life Science
Can you be customer-centric without knowing your customers’ opinion? Voice-of-the customer (VoC) is the methodology for knowing, actually a real-time process of getting to know… Read More »Speaking about VoC@Pharma @Reuters Pharma 2023
UPDATE: Unfortunately, I had to decline joining this fabulous event due to personal reasons. So, in contrary to the initial announcement I will not be… Read More »How to make metrics guiding CX in pharma? – Meet me in Zurich
Some inspiration for the new year, an eye-opening compilation of “10 Stats that show the power of the CX industry” by Blake Morgan @LinkedIn. My… Read More »Blake Morgan’s 10 stats that show the power of the CX industry
Blackdot recently held a webinar on metrics around CX transformation, featuring Charles Waterfield, Director of Commercial Excellence and Innovation at AstraZeneca, as a guest speaker.… Read More »“CX transformation: the metrics that matter” (webinar recording)
Blake Morgan has posted an exciting article on “The 20 Best Customer Experience Metrics For Your Business” @LinkedIn. <sic!> “Customer experience is all about customers,… Read More »Inspiring overview of CX metrics’ types