A nice study on T-Mobile NL – the Netherlands leading telco – has been shared by inSided. It talks about how an online community achieved… Read more »Online customer community boosting customer service
Honestly spoken, I had been very much surprised by this statement by Amazon-founder Jeff Bezos‘ as Amazon is known as such a strong data-driven and… Read more »Taking anecdotal feedback serious
I am looking forward to representing Roche and speaking at the “2nd Annual CX Management for Life Science” conference, taking place 9th/10th of December 2021.… Read more »Meet me @CX for Life Science virtual conference on Dec 9/10
Blackdot recently held a webinar on metrics around CX transformation, featuring Charles Waterfield, Director of Commercial Excellence and Innovation at AstraZeneca, as a guest speaker.… Read more »“CX transformation: the metrics that matter” (webinar recording)
Read this article by Michael Hinshaw in the Adobe Blog …
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
Be inspired by “20 Amazing Examples Of Customer Experience Innovation” which Blake Morgan has shared @LinkedIn today. From Mercedes to online retailer Boxed. Read more… Read more »20 real life CX inspirations by Blake Morgan
Blake Morgan has posted an exciting article on “The 20 Best Customer Experience Metrics For Your Business” @LinkedIn. <sic!> “Customer experience is all about customers,… Read more »Inspiring overview of CX metrics’ types
“People are commonly viewed as patients in the context of their treatment. But people look at treatment in the context of their life.” Sue Smith… Read more »The patient’s view
Rich Schwartz of Medallia and Mark Bard of the DHC Group share research findings from both HCPs and marketers taking a look at the current role of CX in life sciences. They were joined by Laurie Meyers, Sr. Director, Experience and Engagement Design at Genentech and Jessica Saperstein, Head of Customer Experience and Consumer Marketing at Novartis to further discuss and apply these insights to the future of CX in the pharmaceutical industry.