Reality inspiring innovation
A really inspiring example about how watching and listening to reality needs can funnel into innovation … here a small piece of technology plus a… Read more »Reality inspiring innovation
best practises
Transforming CX by using journey maps
Forrester has published an inspiring case study about how DBS reinvented the Asian banking experience. Outcomes: 239 million customer service hours saved in 3 years… Read more »Transforming CX by using journey maps
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
How MailChimp turned data into action
Evernote has published an case study on how MailChimp turned data into action with Evernote Business. There might be same bias with the solution due… Read more »How MailChimp turned data into action
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
Cross-functional collaborative research
Forrester has published a case study about how Etsy invests in customer understanding to steer growth. Outcomes: 10% lift in ability to find desired search… Read more »Cross-functional collaborative research
Roche internal patient community won Reuters Pharma Award Europe 2020
I am proudly sharing that “CareRing“, the Roche internal community for employees who are patients or caregivers, has won the 2020 Reuters Pharma Awards Europe… Read more »Roche internal patient community won Reuters Pharma Award Europe 2020
Outcome-driven CX measurement by a medical association
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
Give patients a voice by telling their stories
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