strategy&, part of PwC, has published a white paper “Rise of the customer experience – Customer-led transformation in pharma”. In case you might be interested in different perspectives on how to make the pharma industry more customer experiences driven, it is worth a read.
The 6 key differences between Voice-of-the-customer (VoC) and market research
Inspiring episode of the ‘Elevate Medical Affairs Podcast Channel’ @Spotify. MAPS speaks with Mark Michalski, Worldwide Head, Healthcare & Life Sciences, Artificial Intelligence and Machine Learning, Amazon Web Services about how pharma and medtech can catch up in their abilities to mine insights.
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.
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
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