Innovations in Patient CX
Digital Health Coalition (DHC) industry report on “Innovations in Patient CX”
customer experience (CX)
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.
“I just need to know that our NPS score is higher than the one of …”
5 reasons why being satisfied with having a higher NPS than your competitor is a dangerous pitfall
Providing proof of CX commercial value @2024 CXM for Life Science
Presentation about providing commercial value proof of customer experience approaches.
Back @Reuters Pharma 2024 with Roche VoC and real-life proof of commercial value
Dr. Christian Velten speaking at 2024 Reuters Pharma Barcelona conference about VoC driving more and better business
Using Metrics to Communicate Commercial Value of CX @2024 Annual CX Conference
Presentation on Maximise Measurement Tools & Metrics To Communicate The Commercial Value Of CX & Prove The Strategic Impact By Demonstrably Improving ROI at 2024 9th Annual CX Conference
Jeff Bezos: “Be worried about customers not competitors” (video)
Founder and C.E.O. of Amazon.com Jeff Bezos in an interview with Charlie Rose in 2010.
Top 7 ‘AI for customer service’ discussion themes
During Q4 this year, I have been – intentionally and accidentally – involved in a series of discussions dealing with the impact of AI technology… Read More »Top 7 ‘AI for customer service’ discussion themes
CXN free online event on the Future of CX (Dec 5-6)
Free online event by CXN “All Access: Future of CX – Unlocking Best In Class CX Through Personalization, Omnichannel & Intelligent Automation” on Dec 5-6 2023
The AI mantra for customer services @CX Network
Fireside chat discussion about how AI can help shifting their view on customer service as more being understood as a shared value creation function.