CX Journey

MARCH 13, 2019

Image courtesy of CX Network Today I'm pleased to share a guest post by Chanice Henry of CX Network. According to CX Network’s latest Annual Global State of CX Report , showing return on investment (ROI) from CX projects is one of the top challenges troubling CX practitioners.

Customer Experience 60

Customer Experience NPS Pharmaceutical Text Analytics 60

Zendesk

OCTOBER 31, 2023

Even beyond technology, generative AI is asserting itself in finance, pharmaceuticals, and art. In 2023, these brands embraced the possibilities of generative AI Companies have had a year to experiment with generative AI, with many finding ways to simplify their customer journeys and personalize the customer experience.

AI 52

AI Pharmaceutical Finance Technology 52

Confirmit

OCTOBER 3, 2017

There’s often a lot of focus on Customer Experience (CX) in industries like retail, banking and hospitality. This means lots of talk about the experience in store or similar, and in dealing with potentially millions of pieces of feedback from different individuals. So where to begin with this more complex ecosystem?

CX 40

CX Pharmaceutical B2B Touchpoint 40

Customer Bliss

AUGUST 4, 2015

Determining the company Power Core has helped every one of my clients advance the adoption of their role and the CX work. CX work is as much about knowing what motivates people as it is about getting the job done. Marketing Power Core The marketing department defines the tenor and tone of the relationship with customers.

Pharmaceutical 79

Pharmaceutical CX Hospitality Hospitality 79

CX Journey

MARCH 13, 2019

Image courtesy of CX Network Today I'm pleased to share a guest post by Chanice Henry of CX Network. According to CX Network’s latest Annual Global State of CX Report , showing return on investment (ROI) from CX projects is one of the top challenges troubling CX practitioners.

Customer Experience 32

Customer Experience NPS Pharmaceutical Text Analytics 32

Taylor Reach Group

NOVEMBER 11, 2019

Customer Experience and Contact Center Consultancy, The Taylor Reach Group, has recently completed its in-depth analysis of two contact centers for a national patient support firm. About Taylor Reach Group.

Contact Center 58

Contact Center Pharmaceutical NPS Technology 58

Beyond Philosophy

DECEMBER 11, 2020

When I was in corporate life, my boss asked me to improve the Customer Experience and do it for the least cost. what is a Customer Experience?” Figuring out the specific emotion you want your customers to feel after your Customer Experience is foundational to the whole process. Sure, but….what

Net Promoter Score 174

Net Promoter Score Pharmaceutical Customer Journey Map Start-ups 174

PeopleMetrics

DECEMBER 27, 2019

No matter how talented you are as a customer experience professional , you need a team to create a world-class VoC program. IT should be your best friend as you make your VoC program because IT controls the most up-to-date information you need about the customer experience. The Information Technology (IT) Department.

VOC 82

VOC Legal CEM Pharmaceutical 82

Zendesk

AUGUST 20, 2021

Of course–this kind of information also comes with a lot of customer questions. It’s something that our founders were serious about—delivering a great customer experience—partly because other laboratories that might have similar scientific capabilities aren’t necessarily delivering that.”. Need CX support?

Healthcare 80

Healthcare Pharmaceutical Government Omnichannel 80

Confirmit

AUGUST 22, 2017

Recently I was speaking with one of our clients in the pharmaceutical industry about her company’s call center and some of the challenges she has collecting data from that function. She told me that her company has many different levels within the call center , and each level handles different types of calls.

Pharmaceutical 40

Pharmaceutical CX Voice of the Customer Customer Experience 40

Zendesk

FEBRUARY 16, 2021

Flexible and personalized digital customer experiences became more important than ever before. According to Zendesk’s Customer Experience (CX) Trends Report 2021 , 65 percent of customers want to buy from companies that offer quick and easy online transactions. Businesses had to up their game. Manufacturing.

E-commerce 76

E-commerce Entertainment Healthcare Manufacturing 76

1 to 1

FEBRUARY 1, 2021

And so, I think it’s important that not only do we commit the resources to our scientists and our labs and our you know, pharmaceutical company labs to develop the vaccines, but we also have to be very, very on top of the distribution and what that means. And if we don’t know the answer, then we don’t know the answer.

Healthcare 26

Healthcare Pharmaceutical CX Education 26

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Customer Bliss

AUGUST 23, 2016

Darryl Speach is a serial customer experience practitioner and change agent. Speach serves as Chief Customer Officer, leading strategy for the Greystone customer experience effort across all business lines. The “Black Box” of customer experience actions. Episode Overview. About Darryl.

Pharmaceutical 0

Pharmaceutical Finance Healthcare Start-ups 0

SugarCRM

NOVEMBER 9, 2022

With SugarCRM’s marketing automation solution, Sugar Market , and cloud-based CRM solution, Sugar Sell , WFG National Title Insurance Company excels in creating a user-friendly experience for enhanced customer experience and reducing busy work, blind spots, and roadblocks to improve business outcomes.

CRM 49

CRM Transportation Innovation E-commerce 49

Beyond Philosophy

APRIL 3, 2016

This is extremely important, because it speaks to how more progressive companies endeavor to make experiences less painful, if not more fulfilling and memorable. At the outset, I’d like to applaud the active inclusion of employee input and insights into TD Bank’s customer experience program design. Why don’t customers complain?

Customer Satisfaction 92

Customer Satisfaction B2C B2B Pharmaceutical 92

Beyond Philosophy

APRIL 3, 2016

This is extremely important, because it speaks to how more progressive companies endeavor to make experiences less painful, if not more fulfilling and memorable. At the outset, I’d like to applaud the active inclusion of employee input and insights into TD Bank’s customer experience program design. Why don’t customers complain?

Customer Satisfaction 92

Customer Satisfaction B2C B2B Pharmaceutical 92

PeopleMetrics

JANUARY 28, 2021

3 Business Lessons from Customer Experience Entrepreneur Sean McDade PhD. Audrey Squaresky: I'm Audrey Squaresky - I'm the Director of Customer Experience here at PeopleMetrics. PeopleMetrics Turns 20! Today is PeoplemMetrics' 20th anniversary! And I'm really happy to be here today.

CX 62

CX Pharmaceutical Start-ups Text Analytics 62

Taylor Reach Group

JUNE 20, 2017

Chat in the Contact Center – Part 1 focused on where chat should be deployed, demographics, chat in relation to industry, security and FCR while Chat in the Contact Center – Part 2 focused on proactive vs. reactive chat, AI impacts, costs as a channel, challenges and the customer experience (CX). Why Customers Prefer Live Chat.

Contact Center 62

Contact Center Healthcare Pharmaceutical Finance 62

PeopleMetrics

JANUARY 18, 2022

Customer satisfaction has always been a make-or-break consideration for businesses. Learning from your customers’ experiences gives you direct insight into what you’re doing well and where you can improve to drive more revenue, acquisition, and retention. What is customer satisfaction software?

Customer Satisfaction 62

Customer Satisfaction Pharmaceutical Net Promoter Score Customer Feedback 62

Steven Van Belleghem

MAY 19, 2020

That will be a big part of the future of work and building a fantastic customer experience too. Just to put things in perspective: we don’t see our customer support as a contact center but rather an advice center. In that regard, our customer service team resides at the core of Viata. Usage of smart technology.

Contact Center 52

Contact Center Start-ups E-commerce Innovation 52

Beyond Philosophy

SEPTEMBER 16, 2021

Welcome to my second article in a series about assessing customer centricity in our global Customer Experience consultancy. All organizations are somewhere on a spectrum from Naïve to Natural, with Naïve being the least customer-centric and Natural being the most. We were talking with a client about their brand values.

Pharmaceutical 88

Pharmaceutical Government Legal Customer-Centric Organization 88