Success Stories

Product concept, price & GTM test

Alexandra-Emily Kokova
73% awareness 21% consideration 1,000 users in 1 year Our client Our client, a leading medical solutions provider, needed market intelligence support and strategic insights for the launch of its new Health cloud platform for hospital operational and financial improvement. In the course of the project execution, we went through four main stages: Competitive landscape analysis To help our client understand the competitive landscape, we mapped a wide range of…

Competitive intel & customer segmentation

Alexandra-Emily Kokova
8 immediate action plans across key markets 2 strategic acquisitions 21% increase in brand consideration 10% increase in brand preference The business problem Our client had to differentiate from the competition and offer complete solutions to improve its market position. While executing a project for one of our clients, an established medical device manufacturer, we had to develop solutions, addressing 4 main challenges. Our client was a late entrant with…

Root Cause Analysis

Alexandra-Emily Kokova
Getting to the bottom of what customers really want Usually, when companies want to improve customer experience, service and even their products, their go-to place is the open-ended questions from surveys. They run a key driver analysis to understand which topics contribute to a positive NPS score and which don’t. The problem with this approach is that insights are too broad to inspire specific improvement actions. When you run such…
physician putting a cap on a patient part of a px platform

Increasing revenue with GemSeek’s patient and customer experience platform

Alexandra-Emily Kokova
+5% increase in NPS YoY 7% growth self-paid episodes 60% decrease in time spent on CX program management The business problem Understanding and working towards exceptional patient and customer experience is key for healthcare and wellness providers. Improvement initiatives have significant positive impact on clinical outcomes, staff satisfaction, referral rates and loyalty. Our client, one of the largest healthcare providers in Europe, had a fragmented and semi-automated patient and customer…

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

Alexandra-Emily Kokova
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…

Predicting potential brand advocates in telecommunications

admin
14% uplift of referral-based acquisition since the launch of the programme. 8 weeks from data diagnostics to the first list of potential brand advocates among clients 10 000 pieces of user-generated content analysed additionally to understand why and when customers share good experiences The Business Problem Our client, a mobile network provider in Northern Europe, was facing the widespread challenge of slowing growth and rising acquisition costs. New entrants to…