Leadership by a dancing guy
Watch the power of the leader – and his first follower – with making a movement happen … start to finish, in under 3 minutes,… Read More »Leadership by a dancing guy
about organizational adoption
CX inspirations by CX domain/competency “organizational adoption”
Capabilities required for Digital Medical Affairs
DT Consulting has recently published a new whitepaper on “Building Digital Capabilities In Medical Affairs For A Post-COVID Multichannel Reality” (Francesca Properzi et al., Oct… Read More »Capabilities required for Digital Medical Affairs
Panel on Modernizing Medical Affairs
Panel on Modernizing Medical Affairs at the Reuters Pharma 2021 conference
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
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
Sketch of a high performing CX team
Many roads lead to Rome. But knowing which of those have worked for others before, doesn’t hurt. Today, I would like to share with you… Read More »Sketch of a high performing CX team
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
What does Digital Adoption mean?
As a part of their Customer Experience Thought Leadership series @Youtube, Jacada shares their approach to customer service automation. In this video, Clay Davis from… Read More »What does Digital Adoption mean?
Let’s stop calling ourselves “customer”
In the pharmaceutical industry we feel inspired by innovation business masters like Amazon, Apple, Uber, Google, Netflix, etc. We would desperately like to be like… Read More »Let’s stop calling ourselves “customer”
“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
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