CX inspirations by healthcare industry
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”
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
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
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
Anthony Pannozzo, SVP Experience and Service Design at Continuum, outlines the challenge of balancing the emotions experienced by clinicians and patients in healthcare settings.