Stop defining CX (just) as insights
I had mentioned this before. Sometimes I am really bothered by the capriciousness if not shallowness, I see the “CX” label been used from time… Read More »Stop defining CX (just) as insights
I had mentioned this before. Sometimes I am really bothered by the capriciousness if not shallowness, I see the “CX” label been used from time… Read More »Stop defining CX (just) as insights
In this advertising video, Zappos (an online retailer for clothes) shares their anticipation on customer experience in a funny and inspirational way. You might say… Read More »Zappos True Customer Story (video)
I really enjoyed the opportunity to be challenged on the “patient = customer” thinking at a discussion with Mark Doyle and a virtual audience earlier this year. Summarizing my rationale, those are my 6 reasons why the patient is the pharma customer …
I am honest. Sometimes I am seriously bothered. Bothered by the capriciousness, I see the “CX” label been used from time to time. I am… Read More »Stop defining CX (just) as an outcome
I am looking forward to being challenged by Mark Doyle on the “the patient = the customer” paradigm I am always advocating for. Listen to… Read More »Mark Doyle challenging me on “the patient = the customer”
Interested in a kind of “learning from the best” inspiration? Swiss-based Nestlé has created an amazing incubator for their employees to learn & grow digital… Read More »The Nestlé approach to digital acceleration
This real life example shows how augmenting traditional metrics and research with data from their insight communities allows Toyota GB to create an authentic 360-degree… Read More »How Toyota GB uses VoC to improve the customer experience (video)
I am proudly looking forward to joining Margot O’Neil from GSK and Dirk Abeel from OMNI-X-ELLERATION for a panel discussion about the current maturity of… Read More »Omnichannel transformation: job well done?! @ NEXT Pharma Summit 2022
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
OK, honestly spoken, I am afraid to say that when it comes to customer portals I might be biased. Over the past decades, I have… Read More »Does your customer portal meet customer needs … or yours?