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 …
customer experience (CX)
Who is in charge for CX in a company?Everybody is in charge for CX in a company! CX has to be an enterprise vision, ambition… Read more »Who in the company is in charge for CX?
Recently, I was thinking, that with all the recent advances, including CX but not limited to, we really expect a lot from our colleagues in… Read more »Is Pharma simply swamped by CX transformation?
I recently stumbled upon this meme about Prince Charles and Ozzy Osborn … Prince Charles and Ozzy Osbourne are sociodemographic twins, and would – based… Read more »Get beyond sociodemographic twins … to shared experiences of life
The answer by my CX executive peers had been very clear, “Just ask: ‘What is our CX strategy?‘ !”. My question was, “How can I… Read more »Do you need a dedicated corporate CX strategy?
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)
Free online event by CXN “Voice of the customer 2022 – Utilizing customer feedback to enhance customer understanding, optimize key touchpoints, identify friction points and drive culture change” on Feb 15-17 2022.
Free online seminar by CXN “Predictive CX 2022 – Leveraging predictive CX to take targeted actions in real time, addressing common causes of churn, frustration and opportunities to delight” on Jan 24-25 2022.
Another online community case study by inSided. This time on KPN, who is delivering mobile, landline, TV and internet services to customers across Europe. KPN… Read more »Customer community for support and ideation