Providing proof of CX commercial value @2024 CXM for Life Science
Presentation about providing commercial value proof of customer experience approaches.
about organizational adoption
Inspirations by CX competency “Organizational Adoption”
Stop defining CX (just) as insights
I had mentioned this before. Sometimes I am really bothered by the capriciousness if not shallowness, I see the “CX” label been used from time… Read more »Stop defining CX (just) as insights
Who in the company is in charge of CX?
Who is in charge of Customer Experience in a company?Everybody is in charge of Customers’ Experience in a company! ‘Customer Experience’ has to be an… Read more »Who in the company is in charge of CX?
‘Compliance’ is part of the solution
In pharmaceutical industry, it predictably pops-up from time. Sometimes very open and accusingly. And sometimes more between the lines. Complaints about ‘compliance‘ being a road-blocker… Read more »‘Compliance’ is part of the solution
Internal hurdles with the patient being a customer
I once joined the medical leadership team meeting of a major TA (therapeutic area) in my company. Not going to further disclose which and where… Read more »Internal hurdles with the patient being a customer
Is Pharma simply swamped by CX transformation?
Recently, I was thinking, that with all the recent advances, including CX but not limited to, we really expect a lot from our colleagues in… Read more »Is Pharma simply swamped by CX transformation?
Do you need a dedicated corporate CX strategy?
The answer by my CX executive peers had been very clear, “Just ask: ‘What is our CX strategy?‘ !”. My question was, “How can I… Read more »Do you need a dedicated corporate CX strategy?
Overcoming the schism in pharma customer engagement
In case you have no background in this industry, you might be surprised to hear that in pharma we actually have two different customer engaging… Read more »Overcoming the schism in pharma customer engagement
The Nestlé approach to digital acceleration
Interested in a kind of “learning from the best” inspiration? Swiss-based Nestlé has created an amazing incubator for their employees to learn & grow digital… Read more »The Nestlé approach to digital acceleration
How Toyota GB uses VoC to improve the customer experience (video)
This real life example shows how augmenting traditional metrics and research with data from their insight communities allows Toyota GB to create an authentic 360-degree… Read more »How Toyota GB uses VoC to improve the customer experience (video)