Customer Experience

Celebrating CX Impact with 4 wins at European Customer Centricity Awards

Mila Krasteva
We had a great night of celebration at the European Customer Centricity Awards yesterday! Three of our clients’ core transformation projects won in the following categories: "Best CX Strategy" for our project with HeidelbergCement: "Business Transformation inspired by a customer-driven strategy" "Digital Transformation" and "Best measurement in CX" for our project with Signify: "Expanding the scope and impact of the CX program through a digital reinvention" "Customer Insights & Feedback…
customer referral happy customer

10+ Customer Referral Ideas To Increase The Success Of Your Bring-A-Friend Program

Alexandra-Emily Kokova
Referrals are good for your business As a customer you probably have one or even more stories of how your pizza delivery went wrong or how you got a bigger shoe size from your last online order. Think back about these events for a moment. The way that these mishaps were handled by the company – well or in a terribly annoying way - determine the story you are telling…
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Episode 4: The Human Experience in Healthcare

Alexandra-Emily Kokova
The Human Experience in Healthcare We will into the Patient experience world to learn how to provide compassionate care and why this leads to improvement in clinical, operational and financial outcomes. We provide many practical examples of how to start a patient experience program, run it smoothly and why we should shape our experience as humans (patients, physicians and providers) together. We discuss the impact of COVID-19 on PX and…

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

Alexandra-Emily Kokova
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 of voice during crisis, what will happen with CX after the crisis and how…
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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…