Episode 2 – CX In Times of Crisis: Managing the Spectrum of Human Emotions

Telecommunications Healthcare Industrial Production Consumer Goods Customer experience Text Analytics Advanced Analytics Market Research All experts agree that CX is more important than ever in the time of crisis. In this episode together with my guest Jeff Sheehan, CX expert with over 25 years of experience, we will zoom into what are the differences in CX in Europe vs. the USA, how to show empathy and have a proper tone…

Heidelberg Cement Accelerated its Customer-Centric Transformation Journey on 38 Markets with GemSeek‘s CX Platform

2,000+ successful improvement initiatives inspired by customer feedback 70% response rate 100% close the loop rate The business problem HeidelbergCement is one of the world’s largest building materials companies and a pioneer of customer experience management in the heavy industry sector. The company started its CX transformation journey back in 2013 with 3 key strategic objectives: Drive customer-centric culture by involving all levels of the organisation –customer-facing departments, operations and…
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Episode 1 – B2B CX: From Zero to Ultimate Customer Success

Telecommunications Healthcare Industrial Production Consumer Goods Customer experience Text Analytics Advanced Analytics Market Research Building a Successful CX Program from Scratch The pilot episode of the CX Impact Podcast focuses on the key elements to building a successful CX program, whilst providing tactical advice on how to built a strong relationship with your brand’s customers. We invited Michael Brandt – thought leader, customer experience specialist and trainer, to share insights…

Is Telehealth Here to Stay?

Telecommunications Healthcare Industrial Production Consumer Goods Customer experience Text Analytics Advanced Analytics Market Research For more than a decade telemedicine is considered to be the next big thing in healthcare. With over 70% of Americans saying that the healthcare system is in a state of crisis and constantly growing number of available virtual care services, telehealth appears to be a solution.[1] Undoubtedly, this solution is far from perfect – there…
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Customer Experience in Healthcare: How to Switch from CX to Human

Telecommunications Healthcare Industrial Production Consumer Goods Customer experience Text Analytics Advanced Analytics Market Research Strict regulations, data security concerns and public ownership have slowed down the healthcare industry on its journey to patient centricity. However, there is a growing consensus about the importance of patient and customer experience digitalisation and automating parts of the process through AI technology. Table of Contents Limited visibility and overstated NPS® Static view increased the…
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Data Analytics in Telecoms: Adapting to the new post-pandemic reality

Telecommunications Healthcare Industrial Production Consumer Goods Customer experience Text Analytics Advanced Analytics Market Research It's a challenging time for mobile network and broadband operators. People everywhere are staying at home to protect their health. Most moved the biggest part of their lives to the digital space: work, keeping in touch with family and friends, entertainment. Data usage has skyrocketed, putting additional strain on telecoms - operations- and CX-wise. All of…