Success Stories

Competitive Benchmark: POC Ultrasound Customer Service

Alexandra-Emily Kokova
The Business Problem Our client, a global leader in medical imaging equipment, needed an overview of the point of care (POC) ultrasound customer service market. Our client needed general landscaping of the key market players, competitive service propositions and future trends. Our Solution Our approached included three steps: Granular desk research on market trends, regional preferences towards service offerings and selected competitors' service offerings In-depth interviews with key decision makers…

Improving Bpost overall customer experience by utilizing existing data for vulnerability detection

Thea Denolyubova
customers  with at least one kind of vulnerability  signals of specific vulnerability detection types of vulnerabilities The Business Problem Bpost provides essential financial services to the majority of the Belgian population, staying true to their main business mission to “be and remain the human face in a digital and diverse society”.  As their service is an indispensable part of people’s lives it is crucial to provide equal access and quality…

Empowering Philips’ Go-to-Market Strategy through GemSeek’s Voice of the Customer (VOC) Simulator

Alexandra-Emily Kokova
The Business Problem Our client--Philips, transformed their product and solution development mindset through a customer-first approach, where the company's main focus in solution and product development is addressing their customers' most urgent needs. When Philips started working on an integrated solution for heart disease treatment, they reached out to us. We were tasked to ensure their successful positioning and launch. Our Solution Amid a raging COVID-19 pandemic, however, the needs…

Competitive NPS Program Revamp: Full Healthcare Portfolio​

Alexandra-Emily Kokova
The Business Problem Our client—a world leader in medical device and health IT — wanted to revamp their ongoing global competitive NPS program and the entire healthcare portfolio the program covers. The current competitive NPS program had limited access to target audience and was taking longer than expected. Any annual changes made consistent tracking a harder task to accomplish. Our Solution We designed a more actionable and consistent NPS program…

Advancing Philips’ go-to-market strategy for a successful surgery product re-launch

Alexandra-Emily Kokova
The Business Problem Philips—a global medical device and health IT leader, consolidated together their existing surgery products and solutions into an entirely new surgery portfolio. The company’s marketing team developed a new vision, messaging and go-to-market strategy for their new proposition. We were tasked with executing a holistic study and gather insights to help Philips: Navigate and select the most appropriate messaging materials to better differentiate from competitors in the…

Leading Telecom Operator Understands Customer Pain Points in Greater Detail With Text Analytics

Alexandra-Emily Kokova
500% ROI Of the customer rescue program in the 1st year after implementation​ 34% reduction Of the customer rescue program in the 1st year after implementation​ 92% of superdetractors Are precisely identified due to the high accuracy of the model​ The business problem Our client, a leading telecom provider has had a working Voice of the Customer program for a long time and the Medallia platform has been instrumental in…