SugarCRM

JUNE 1, 2023

Process optimization and customer experience (CX) go hand in hand, although not many seem fully aware. Elmeq Motion , on the other hand, has seen the immense potential of articulated processes and the delivery of extraordinary experiences to its customers. Download our Case Study and get more insights!

Agriculture 26

Agriculture Pharmaceutical Customer Experience Transportation 26

Steven Van Belleghem

FEBRUARY 10, 2020

Quantum computing is, in other words, perfect for streamlining processes and helping to make the customer experience flawless. No surprise that at CES 2020, Delta Air Lines announced it would be collaborating with IBM to explore how quantum computing could transform experiences for customers and employees.

Customer Experience 52

Customer Experience Machine Learning Pharmaceutical Artificial Intelligence 52

CX Journey

MARCH 13, 2019

The report saw nearly 270 responses from the CX community, with each participant providing insight on the trends, challenges, and investments shaping customer experience. The real challenge comes in when rationalising outlay to improve the brand’s customer experience based solely on predictions of increased future revenue.

Customer Experience 60

Customer Experience NPS Pharmaceutical Text Analytics 60

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

Confirmit

JANUARY 15, 2020

In this video, business leaders in the Market Research, Customer Experience, and Employee Engagements worlds talk about their experience of working with Confirmit. They highlight Confirmit's deep expertise across Voice of the Customer and Market Research, and discuss how Confirmit helps them to reach their objectives.

Pharmaceutical 52

Pharmaceutical Manufacturing Voice of the Employee Voice of the Customer 52

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

Beyond Philosophy

OCTOBER 19, 2016

More organizations call our Customer Experience consultancy every day with the same complaint: they aren’t seeing the same gains in Net Promoter Score (NPS) that they did when they started their Customer Experience Improvement program. My explanation is the same: The easy things in Customer Experience have been done.

Net Promoter Score 167

Net Promoter Score Pharmaceutical NPS Invoicing 167

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

Customer Bliss

JANUARY 25, 2018

Is your company customer obsessed? Tamar Cohen , Head of US Customer Experience for Zoetis , a leader in animal health services, shares how she led the leadership team in building the company’s CX platform and organization from the grounds up. Clarifying the Customer Experience to be Customer Obsessed.

Pharmaceutical 70

Pharmaceutical CX VOC Start-ups 70

CX Journey

MARCH 13, 2019

The report saw nearly 270 responses from the CX community, with each participant providing insight on the trends, challenges, and investments shaping customer experience. The real challenge comes in when rationalising outlay to improve the brand’s customer experience based solely on predictions of increased future revenue.

Customer Experience 32

Customer Experience NPS Pharmaceutical Text Analytics 32

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.”.

Healthcare 80

Healthcare Pharmaceutical Government Omnichannel 80

Steven Van Belleghem

MAY 29, 2022

In a world of increasingly orchestrated customer experiences, brands that understand how to stimulate serendipity can differentiate themselves from others, even if their products seem very “unexciting” at first. More and more organizations are building their services around the customer, actually going to them. Bundle products.

CX 120

CX Non-Profits Social Media Pharmaceutical 120

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

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

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

Customer Bliss

AUGUST 4, 2015

Marketing Power Core The marketing department defines the tenor and tone of the relationship with customers. publishing, pharmaceutical, insurance, telecoms, etc.) Vertical Business Power Core Execution in the vertical business (e.g. is how success is defined and measured, and forms the core of power.

Pharmaceutical 79

Pharmaceutical CX Hospitality Hospitality 79

C3Centricity

DECEMBER 1, 2020

The Age of the Customer and the Fourth Industrial Revolution. In one of their older Customer Experience reports Forrester claimed that we are now in the “ Age of the Customer “ This was music to my ears when I first read it, because as you know I’m a customer champion. Click To Tweet.

ML 71

ML Age of the Customer Pharmaceutical AI 71

Customer Bliss

FEBRUARY 9, 2016

To begin, create accountability for operational metrics by consistently defining the customer experience in stages that characterize the customer relationship with you. It’s likely that if you ask three people in your organization to define the stages of your customer experience, you’ll get three different answers.

Pharmaceutical 44

Pharmaceutical Customer Relationship Sales Customer Experience 44

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

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

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

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

C3Centricity

SEPTEMBER 24, 2017

Pharmaceuticals have for years been moving investment from sickness to wellness and health. Harnessing technology to enable companies to adopt a customer-first strategy. If so, what experiences have you had, as I’d love to hear more about their uses? An excellent article on the topic mentions that. What do you think?

Technology 48

Technology Technology Manufacturing Transportation 48

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.

Healthcare 26

Healthcare Pharmaceutical CX Education 26

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

Qualtrics

DECEMBER 5, 2019

The company is resolutely customer-centric , and has said it’s committed to adding value with every innovation: “a new solution must enhance the customer experience in a useful way” , in their words. Likewise much of Dominos’ connection with its audience is a result of mapping customer journeys.

Innovation 43

Innovation Pharmaceutical Start-ups Gaming 43

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

C3Centricity

DECEMBER 20, 2021

It’s the customer, especially in industries that are not customer-centric. It was Marco Pacheco , Executive Director at JP Morgan who first inspired me to talk more about this aspect of a customer-first strategy, when he shared the slide on the right on LinkedIn a few years back. .

Technology 87

Technology Technology Retail Innovation 87

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! I joined in 2001 when I started the company on January 26, 2001 - so it's 20 years today the company was founded.

CX 62

CX Pharmaceutical Start-ups Text Analytics 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