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Boost Your Upsell and Referrals through Improved Customer Experience

Alexandra-Emily Kokova
Over the last decade Net Promoter Score (NPS) and Customer Experience (CX) tracking metrics have become vital to measure impact. Most companies, whether product or services ones, have their internal CX teams responsible for tracking, analysing and improving CX scores. Though increasing the focus on CX and reducing attention on short-term financial results is a case, built by industry leaders, like NPS inventor Fred Reichheld, investors are hard to convince…

COVID-19 and the Impact on Healthcare Education

Alexandra-Emily Kokova
Being a healthcare provider compels a continuous learning journey for one to stay up to date. From acquiring the necessary medical knowledge and skills to practise medicine, to gathering the expertise to build up professionalism and competence in one’s field of practice. The knowledge goes beyond maintaining competence. To increase patient outcomes, improve patient experience in healthcare and safety/ overall quality, and answer today’s health challenges, one must keep-up with…

How to Link Customer Experience Metrics for Insurance with Business Results

Alexandra-Emily Kokova
Customer Experience is a very effective competitive differentiation tool for the insurance industry and in the recent years it has been growing in popularity and investments. However, the pressure on CX executives is increasing to demonstrate the clear link between customer experience metrics for insurance and their impact on financials and business growth. Incumbent insurers are competing on a complex and competitive market which abounds in insurtech companies, which have…

European Respiratory Society Congress 2020 Online Brand Buzz Performance

Rozalinda
7 Sep - 9 Sep 2020 The first ever virtual European Respiratory Society International Congress took place in September, when it also marked ERS's 30th anniversary. The event welcomed over 33,000 delegates. 450 scientific and educational sessions were presented. Once again the Congress showcased excellence across the entire field of respiratory medicine and enabled the respiratory community to connect, share the latest scientific data and access high-quality educational opportunities. Activity…
cx impact podcast - customer experience manager

Episode 5: Re-Energise Your CX Strategy

Alexandra-Emily Kokova
Your CX Program Needs a Fresh Perspective CX programs sometimes fail. The worst thing a CX leader can do in such situation is give up. Typically, when a customer experience initiative is not performing well enough, there are multiple ways to determine whether to continue further and workarounds to fill-in the gap before a crisis happens. In this episode of the CX Impact Podcast, we talk about what are the…