Zendesk

JANUARY 9, 2023

Professionals in the biotechnology, pharmaceutical, and medical technology industries want to access customer support that’s knowledgeable, responsive, and accurate—just like anyone else. Differentiate your customer service with a powerful CX platform. Become more personalized with your customer care.

Pharmaceutical 52

Pharmaceutical Customer Service CX Technology 52

Beyond Philosophy

DECEMBER 11, 2020

Once, when working with a pharmaceutical company, we encouraged the salespeople to take off their coats when they went into an appointment to signal they would spend some time in the clients’ practice. The post The 5 Rules of Measuring and Managing Customer Emotions appeared first on CX Consulting.

Net Promoter Score 174

Net Promoter Score Pharmaceutical Customer Journey Map Start-ups 174

Steven Van Belleghem

JUNE 6, 2021

And since then, it has never been content to stay in its lane, launching services for payment (Amazon Pay, Amazon cash, Amazon Prime Visa), small business lending (Amazon lending), food delivery (in partnership with Olo), pharmaceuticals (acquiring PillPack), healthcare services for employees and family, media (Prime Video) and more.

Customer Experience 104

Customer Experience Pharmaceutical Innovation Healthcare 104

PeopleMetrics

DECEMBER 27, 2019

This is especially true in highly regulated industries, such as pharmaceuticals. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. The other internal departments that you will likely need to interact with are legal and procurement.

VOC 82

VOC Legal CEM Pharmaceutical 82

PeopleMetrics

JANUARY 28, 2021

You know, that's the first business lesson I'll share with everybody: whether you're an entrepreneur or whether you're heading a team for CX or EX - people are really everything with the business. Today is PeoplemMetrics' 20th anniversary! but I think the first entrepreneurial lesson I learned. That still hasn't gone away.

CX 62

CX Pharmaceutical Start-ups Text Analytics 62

PeopleMetrics

JANUARY 18, 2022

It can come in a number of forms, from comprehensive customer experience (CX) platforms to simple online survey tools. Customer experience (CX) software can collect and track customer feedback at every stage of the customer journey through targeted surveys and outreach. CX is a broader concept that includes customer satisfaction.

Customer Satisfaction 62

Customer Satisfaction Pharmaceutical Net Promoter Score Customer Feedback 62

Confirmit

OCTOBER 3, 2017

There’s often a lot of focus on Customer Experience (CX) in industries like retail, banking and hospitality. However, CX in a business-to-business (B2B) environment often presents greater challenges, despite there being small data sets to deal with. Including those you don’t directly own.

CX 40

CX Pharmaceutical B2B Touchpoint 40

Qualtrics

AUGUST 24, 2020

In this installment of our Employee Experience Visionaries series, hear from Anne-Marie Law, Chief Human Experience Officer at Alexion Pharmaceuticals, about: How creating chaos will liberate the future generations of employees. The post Alexion Pharmaceuticals’ HR Chief: How to step out of the HR box appeared first on Qualtrics.

Pharmaceutical 26

Pharmaceutical Government Start-ups CX 26

Zendesk

AUGUST 20, 2021

We are proud to partner with hundreds of healthtech startups, and we are a sponsor of MassChallenge ‘s annual healthtech competition that matches payors, providers, pharmaceutical companies, government agencies, etc. Need CX support? with qualified early-stage digital health ventures.

Healthcare 80

Healthcare Pharmaceutical Government Omnichannel 80

SurveySensum

JULY 14, 2020

With almost 30 years in the customer experience domain, Annette Franz, CCXP is the Founder and CEO of CX Journey Inc. She is also the 2020 CXPA Board Chair and an Advisory Board Member for CX@UCI. A leader in customer experience, he has spent years in leading successful CX, Voice of the Customer (VoC), and marketing teams.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

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. The model ".uses

Customer Experience 60

Customer Experience NPS Pharmaceutical Text Analytics 60

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

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. Learn more about how CX has changed in your industry and how your business can successfully adapt. Businesses had to up their game. Jump to: Financial Services.

E-commerce 76

E-commerce Entertainment Healthcare Manufacturing 76

Beyond Philosophy

APRIL 3, 2016

Some industries have notably high levels of customer complaint silence: financial services, food and beverages, pharmaceuticals, and high-tech. appeared first on Beyond Philosophy | CX Consultants | Customer Experience. Why don’t customers complain? They’re busy, and they can’t or don’t want to take the time.

Customer Satisfaction 92

Customer Satisfaction B2C B2B Pharmaceutical 92

Beyond Philosophy

APRIL 3, 2016

Some industries have notably high levels of customer complaint silence: financial services, food and beverages, pharmaceuticals, and high-tech. appeared first on Beyond Philosophy | CX Consultants | Customer Experience. Why don’t customers complain? They’re busy, and they can’t or don’t want to take the time.

Customer Satisfaction 92

Customer Satisfaction B2C B2B Pharmaceutical 92

Customer Bliss

AUGUST 23, 2016

He led numerous client engagement teams around the globe including financial services, insurance, healthcare, pharmaceutical, and automotive companies in Europe, the Middle East, Asia, and the United States. Nice to have vs. need to have: Even if you’re amazing at your job, your role is inherently “nice to have.”

Pharmaceutical 0

Pharmaceutical Finance Healthcare Start-ups 0

Zendesk

OCTOBER 31, 2023

Even beyond technology, generative AI is asserting itself in finance, pharmaceuticals, and art. As of February, ChatGPT set the record for the fastest-growing user base. Once a novelty, generative AI is now part of the baseline of different technologies. With generative AI, there’s a strong sense of uncharted territory for how it can be used.

AI 52

AI Pharmaceutical Finance Technology 52

SurveySensum

JANUARY 8, 2021

Tom Smith, CX Analyst & Strategist with Insights From Analytics shared a story on how a local Chipotle store stood by him during the extended lockdown. This was completely above and beyond what was needed; the machine wasn’t even broken it just needed to be calibrated differently. How Apprentice stood up for the occasion!

Customer Experience 81

Customer Experience E-commerce Pharmaceutical Start-ups 81

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. The model ".uses

Customer Experience 32

Customer Experience NPS Pharmaceutical Text Analytics 32

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

SugarCRM

JUNE 1, 2023

Process optimization and customer experience (CX) go hand in hand, although not many seem fully aware. The company soon secured a leading market position, offering products and services to various sectors, from pharmaceuticals, electromedicine, and robotics to transport, power grids, defense, and agriculture.

Agriculture 26

Agriculture Pharmaceutical Customer Experience Transportation 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). Chat in Relation to Voice.

Contact Center 62

Contact Center Healthcare Pharmaceutical Finance 62

SugarCRM

NOVEMBER 9, 2022

Latin America — Close-Up International , the first company in the world to create medical prescription audits in the pharmaceutical market, was chosen for its ability to eliminate blind spots, busy work, and roadblocks by maturing from manual processes to unifying their critical data to support real business improvements.

CRM 49

CRM Transportation Innovation E-commerce 49

Steven Van Belleghem

MAY 19, 2020

We pride ourselves in providing health and pharmaceutical advice for our visitors, with a mission to surpass a typical pharmacy visit. Over the coming years, automation is set to accelerate and become a tool that businesses regularly employ to optimize processes and achieve efficiency in CX.

Contact Center 52

Contact Center Start-ups E-commerce Innovation 52

Taylor Reach Group

NOVEMBER 11, 2019

The client firm delivers patient support programs for many leading pharmaceutical companies and provides access to medical technologies and treatments at its clinics across Canada.

Contact Center 58

Contact Center Pharmaceutical NPS Technology 58

Beyond Philosophy

SEPTEMBER 16, 2021

We have seen it happen in large pharmaceuticals where one organization was more customer-centric than others. appeared first on CX Consulting. Moreover, if you do this in an extensive organization, you get different parts that can be more customer-centric than other parts of the organization. Subscribe today right here.

Pharmaceutical 88

Pharmaceutical Government Legal Customer-Centric Organization 88

ECXO

DECEMBER 10, 2024

Example in Action: A pharmaceutical company transitioning to a new sales model invested in a three-month training program, complete with role-playing exercises and individual coaching. Assign mentors : Pair less experienced employees with colleagues who can guide them through the transition.

Pharmaceutical 156

Pharmaceutical Sales Actionable Insights Start-ups 156