Jeff’s view

In pharma companies, a very prominent cause of failure is that companies are building things around internal functions but not around the external customer.

I identified 3 key WHYs, which support CX understanding (the “What-WHY”), CX insights interpretation (the “How-WHY”) and CX adoption and acceptance whithin an organisation (the “Business WHY”).

Patient Experience Management (PXM) in a nutshell. Why it matters, what it is, how it works, and where the pitfalls are.