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In this episode of the CX Impact Podcast by GemSeek, part of Accenture Song, our host Mehmed Ramadan delves into the intricacies of creating superior customer experiences in the pharmaceutical industry. Joined by Christian Velten from Roche Pharmaceuticals and Tarang Agrawal from Takeda, the conversation explores the critical importance of CX and VoC in pharma.
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In this podcast episode, Robin Daniels, Chief Business and Product Officer at Zensai, emphasizes the importance of a holistic approach and how everyone in a company contributes to the customer experience.
The guest discusses the challenges of maintaining a cohesive culture, particularly among remote and multigenerational workforces, and advocates for a mix of top-down and inclusive leadership. Clear visions and understanding employee motivations are critical for successful change management. Anecdotes from LinkedIn and WeWork highlight the importance of leaders interacting directly with customers. The guest concludes by emphasising the importance of actionable insights and empowered decision-making for improving the customer experience. -
Season three of the CX Impact podcast kicks off with a strategic discussion featuring Tilman Rüsike, Business Leader for Infectious Diseases and Blood Screening, and Julia Dour, Head of Marketing Engagement at Roche Diagnostics. Facilitating this insightful conversation is Kaloyan Stefanov, Commercial Leader at GemSeek. Together, they delve into the intricacies of MedTech Voice of the Customer (VoC) programmes, emphasising the pivotal role of curiosity and open-mindedness in driving business success and innovation within the industry.
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In this episode, Ivaylo Yorgov answers Sasha Molotova's questions about abusive customers, dives headfirst into the world of dealing with difficult customers, and raises the question of whether the customer is always king. He shares practical tips and advice to help professionals effectively handle challenging customer interactions.
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In this episode of The CX Impact Podcast, Dr. Carl Machado explores the core principles behind consultative selling and the key role it plays in establishing win-win partnerships with customers. He talks about the thin line between open communication and maintaining strong customer relationships and emphasizes the importance of tailoring communication strategies to effectively engage with customers.
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Understanding the emotional drivers behind customer behaviour can give businesses a competitive edge in the marketplace. Emotions have the power to foster customer loyalty, inspire brand advocacy, and influence purchasing decisions.
Our guest--Howard Lax, an accomplished customer experience and market intelligence professional, shares his views on how emotions can play a critical role in shaping the customer experience and should be leveraged as a valuable tool by businesses seeking to optimize their performance and drive more revenue. -
Today's discussion will revolve around the significance of collecting customer feedback during the development and launch of new products and solutions in the market. Given the broad nature of this topic, we have invited two guests to share their expertise and perspectives. Our conversation will center on the value of customer insights, the strategies employed by MedTech companies to leverage customer feedback, and the key components involved in designing a remarkable VOC research project.
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For many large companies, it is vital to establish a superior CX experience. Nonetheless, many organisations find it challenging to integrate customer feedback into the process and demonstrate the business benefits of those initiatives.
In today's uncertain economy, businesses must accurately identify ROI and minimize risks to allocate scarce resources effectively. Investing blindly is no longer sufficient. This is why prioritizing customer experience will remain crucial. As technology progresses, we can anticipate the use of AI and other tools to help companies assess the impact of CX initiatives on their bottom line.
About Mark Ratekin is a seasoned marketing executives with over a 2-decade-long career in the CX industry, and is the curretn Principal Consultant, Global CX Consulting at Forsta. -
How does your business onboard, engage and retain customers in a frictionless and even invisible manner?
In this episode, GemSeek’s Managing Director, host of the CX Impact Podcast and author of the book “The New Customer Experience Management”—Ivaylo Yorgov, digs deeper into how B2B and B2C companies look at the concept of customer education. What are the best practices, which teams ensure customers are well-aware of how to use a certain product or a service, last, but not least—how to measure the impact of customer education, are just a fraction of the topics of this conversation.
Adam Avramescu is the author of the book “Customer Education: Why Smart Companies Profit by Making Customers Smarter”, Co-Host of the CELab Podcast, and VP of Customer Education at Personio. He’s also the guest of the CX Impact Podcast’s sixth episode. -
This episode focuses on the benefits of using data flows and data literacy to empower organisations, deliver better value to their customers and nurture culture by making data-driven decisions.
Jason Foster, is the CEO of Cynozure, an Amazon best-selling author and host of the Hub & Spoken podcast. Jason has over two decades-long career in data strategy and is now an active ambassador of peer-to-peer learning for data leaders through the CDO Hub accelerator. -
The fourth episode of Season 2 of the CX Impact Podcast will focus on the inevitable correlation between patients, hospitals and OEMs, and how we help people get a better quality of life through the things we do in our work every single day. Our guests are Dilyana Pavlova is a seasoned expert in CX, project management, marketing, and strategic consulting. She has spent the last decade in healthcare CX and today she manages CX activities for another highly competitive brand – ResMed. Our second guest--Brian Bruner is a true customer experience ambassador, and what many CX professionals dream of – a truly passionate team member. He has dedicated 20 years in healthcare. He has changed direction, going from IT to CX, and is currently a service and CX leader in the Americas region.
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The second episode of the CX Impact Podcast is very much focused on internal communications and change management. Our guest, Kate Isichei, is a seasoned comms expert, having worked for global leaders across multiple industries. Kate shares her profound experience driving change and transforming her clients’ and employers’ internal communication processes and culture. She is also the host of the Engagement Express podcast, and head of Where to Look Communications Agency.
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Episode 1 of the CX Impact Podcast takes another perspective on customer experience, focusing on the foundational research and insights that could be later used for sales enablement and innovation within the healthcare domain.
Our guest—a certified medical practitioner and seasoned expert in customer experience–Dr. Carl Machado, join us for a very different conversation on healthcare innovations, and how vitally important it is for product managers and professionals to be both conceptually and physically aware of the environment they’re developing products for. -
Episode 17 closes the 2021 chapter with a fantastic conversation on CX and soccer. Our guest - Gregorio Uglioni, CCXP, currently heads the customer experience transformation of an international credit card company, is a proactive judge in many of the large international CX award shows, and is the author and host of the CX Goalkeeper Podcast.
The episode focuses on the tight correlation between customer experience and soccer, and how scoring more goals in customer experience together, increases operational effectiveness and decreases cost. -
Episode 16 covers the topic of fair treatment of vulnerable customers. According to the Merriam Webster dictionary, a vulnerable person is one that is easily hurt or harmed physically, mentally or emotionally.
In each business, there is a segment of vulnerable customers that due to specific factors or circumstances. Those are not limited to disabilities or old age. This segment is susceptible to poor decisions and payment problems, especially in the cases when met with aggressive sales techniques.
Our guest – Matthew Tod, helps business leaders take advantage of data, analytics and AI. In his 2 decade-long experience, he has helped Publicis Groupe establish the first UK digital advertising agency with rewards with Renault, ASDA, HP and the European Central Bank. Later on, he founded Logan Tod & Co – a leading online optimization consultancy, that to this day he runs as a CEO. His professional portfolio includes PwC, The Book People and as of November of 2019 – GemSeek. -
We’re brining you an episode, full of extremely valuable information on another CX-transforming concept – Decision-as-a-Service. The conversation with our guest focuses on the key steps of the DaaS implementation process, and sheds more light on another framework we’ve discussed prior – jobs-to-be-done, as well as meta jobs, executed by staff members.
Graham Hill is a management consultant, Interim and Director with over 30 years of experience directing business transformation projects. He designs, develops, delivers and operates complex marketing and customer experience management projects for major corporate clients in finance, telco and high-tech among others. Currently, Graham acts as an Associate Director at Optima Partners. -
Episode 14 focuses on the topic of Employee Experience (EX) and the growing demand to link EX to CX. Our guest - Enrique Gomez Alonso, a C-Level executive with over 2 decades of experience in driving organisational success, joins Momchil for a conversation on what are the latest trends in EX, how to start an EX journey in creating a 360-inked experience management program and what are the low-hanging fruits every company can take advantage of.
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Episode 13 of the CX Impact Podcast focuses on the key ingredients of achieving operational excellence and ultimate customer success.
Our guest, the Global Principal of CX in HeidelbergCement - Judith van Heerwarden, sits down for a conversation on customer-centric culture and how to launch a successful CX and a global framework across 40 markets.
Judith has 10+ year-experience in cultivating problem-solving and programme design excellence, and, in the last six years, has spent over 60 per cent of her time travelling across five continents, taking local businesses and cultures on a journey from operational commodity thinking to growing commercial value. - Vis mere
