CX = a people business
Emotional targets and behavioral drivers are key and vital success factors for Customer Experience. With external customers as well as with internal CX adoption.
Emotional targets and behavioral drivers are key and vital success factors for Customer Experience. With external customers as well as with internal CX adoption.
Dr. Christian Velten speaking at 2024 Reuters Pharma Barcelona conference about VoC driving more and better business
Founder and C.E.O. of Amazon.com Jeff Bezos in an interview with Charlie Rose in 2010.
Fireside chat discussion about how AI can help shifting their view on customer service as more being understood as a shared value creation function.
Alex Genov, Head of Customer Research at Zappos, is speaking on Engati CX about “Developing a VoC mindset“. Alex talks about the challenges that market… Read More »Developing a Voice of the Customer mindset (video)
Just enjoyed a lively and rich discussion about “Are you paying for transformation to fail?” as a panel member at the 2023 Indegene Digital Summit… Read More »Are you paying for transformation to fail?, panel discussion @2023 Indegene Digital Summit
strategy&, part of PwC, has published a white paper “Rise of the customer experience – Customer-led transformation in pharma”. In case you might be interested in different perspectives on how to make the pharma industry more customer experiences driven, it is worth a read.
Claude Waddington has recently published an inspiring LinkedIn article on “Elevating Customer Service: The Synergy of Multichannel Support, Ethical Marketing, and CRM Integration” focusing on patients as “consumers”.
At Roche, we have made major progress with the evolution of an enterprise Voice-of-the-customer (VoC) Program, which includes a full VoC framework and business processes… Read More »Speaking about Roche trailblazing Pharma VoC @2023 CXM for Life Science
OK, this is an ad. No doubt about that. But it is also quite inspirational and actually really fun to watch! And it is a… Read More »Porsche’s “You mean a 911? No, a 111!” (video)