It makes much more sense to involve people from different roles in the process of customer satisfaction measurement and improvement, rather than leave the whole responsibility to a single point of contact from your organisation.  

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The context Leading healthcare providers know that providing exceptional patient experience is the key to patient loyalty. Understanding what matters to patients is the cornerstone to optimizing patients’ experience and winning their trust. Although 49% of healthcare executives claim customer experience is a top strategic priority for their business organizations over the next five years, […]

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Two sides of the same coin? Or how CRM and CEM supplement each other In the quickly expanding field of customer experience, tools and terms can get confusing. You’ve just invested a large sum in a new Customer Relationship Management (CRM) software that your Sales Director promoted as the solution to all your customer data […]

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Manage customer experience and B2B partnerships with a vision for the long-term The B2B space presents a number of notable challenges for customer experience. A complex web of internal stakeholders, multi-year multi-transaction engagements, structured sales process, and legacy data and relationship management practices often greatly increase complexity and deter change. However, leaders with a clear […]

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