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Episode 1 – B2B CX: From Zero to Ultimate Customer Success

Alexandra-Emily Kokova
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 from his own over 20-year long professional experience. For two decades, Michael dedicated his…

Is Telehealth Here to Stay?

Alexandra-Emily Kokova
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 are still a lot of uncertainties revolving around it, its implementation, overall benefits, etc.…
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Customer Experience in Healthcare: How to Switch from CX to Human

Alexandra-Emily Kokova
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 risk of losing valuable customers High cost and difficulties to scale up How’s your…
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Data Analytics in Telecoms: Adapting to the new post-pandemic reality

Alexandra-Emily Kokova
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 them have been focusing on a smooth network performance and customer experience by handling…
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Respiratory Care Developments Amid the COVID-19 Crisis

Alexandra-Emily Kokova
The coronavirus pandemic took our modern world by surprise. With now over 1.5 million confirmed cases and 100,000+ lethal ones, the virus is affecting each aspect of our lives. Thus said, MedTech companies are now on the verge of changing the way they operate, plan, redistribute resources and deliver services and products. From building strategies to uniting with other industry leaders, there is one sole purpose – to fight the…

How MedTech Helps the COVID-19 Battle

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COVID-19 is changing the face of healthcare at an unprecedented pace. OEMs, telehealth companies and AI start-ups are all in the fight together, ramping-up their production and coming up with innovative ways to deal with the health crisis. They are at the forefront of one of the biggest healthcare battles we have recently faced. * For more information about a company's initiative, please click on their logo. Radiology AI Software…