S02E01: Innovation in Healthcare

Get to know the environment and the end users of your product, before further developing the idea Season 2's first episode of the CX Impact Podcast takes another perspective on customer experience, focusing on the foundational research and insights that could be later used for sales enablement and innovation within the healthcare domain. Our guest – a certified medical practitioner and seasoned expert in customer experience– Dr. Carl Machado, join…

Compliance & Fair Treatment with vCX in the Telco Industry​

65000​ comments analysed per wave​ 200+ topics/specific mentions covered 92% levels of deep-dive per vulnerability drivers, signals per driver, harms per signal  The business problem Our customer is one of the largest telecommunications providers in Europe. They wanted to ensure they have first-mover advantage when it comes to regulatory requirements and vulnerable customer experience management. Further they wanted to ensure they support their customers throughout their customer journey and offer fair and…

Healthcare Insights, April 2022

Healthcare Insights, 04/22 The CX Firestarter: Shortening the Roadmap to Igniting & Managing Customer-Centric Change The CX Impact Podcast: Season 2 is here! MedTech News Updates MARKET INTELLIGENCE & CUSTOMER EXPERIENCE Shortening the Roadmap to Igniting & Managing Customer-Centric Change Igniting an organisation-wide customer-centric transformation is a complex, yet vital change organisations need to make. From experience, we've identified four main factors of fire-starting an effective CX program: buy-in from…

Higher NPS® coverage and proactive measures though pNPS

100% customer base coverage 500 000 individual tickets analysed 10 000 customers contacted proactively The business problem Our client, an OEM for hospitals, laboratories and end patients has been running an NPS program for over 10 years. The program had become stagnant, with low response rates and very reactive. Our task We were tasked to find ways for our customer to innovate and solve two main pain points: low response…

Digital Transformation: How a Digital Reinvention Helped Signify Expand the Impact of their B2B Customer Experience Program

25% higher revenue Higher revenue from Promoter customers +10pts NPS growth in 12 months 250 improvement initiatives per quarter with significant operational, financial and relationship impact The business problem Signify is the world’s leading smart lightning provider. The company caters to both the professional and the lifestyle segment, delivering connected lighting systems and data-enabled services. For years now, the Net Promoter score (or NPS) has been a part of the…

Customer Experience Firestarter: A Practical Guide to Igniting & Managing Customer-Centric Change

It is very often the case that a customer satisfaction management and a push to become more customer-centric come top down. Senior leadership is sincerely convinced in the benefits of customer experience and insights as a strategic advantage, but during the adoption phase the program is frequently challenged by executives in different roles and functions across the organisation. Yet, if you need anybody’s buy-in, it’s the active approval and engagement…