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 Yigal Aviv from Pfizer 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?
Recently, CX seems to have a run. Another free webinar crossed the way, this time by Reuters. It has been labeled “Becoming a CX Visionary:… Read more »Reuters seminar on “Becoming a CX Visionary” featuring CVS Health & Bloomfire
Disney and healthcare are worlds apart in what they do. While healthcare is largely a utilitarian service offering (i.e., patients need a problem to be… Read more »5 Things Healthcare Organizations Can Learn From Disney
I wholeheartedly invite you considering to watch the movie “Oliver Sacks: his own life” if you may have the opportunity to. London-born Oliver Sacks was… Read more »Watch this movie if you can
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