Making your team successful.

A tailored approach based on your needs and current CPXM maturity level

Outlining the most effective path forward

The right CPXM strategy needs to be implemented effectively and operated efficiently.


"Defining the right CPXM strategy"


"Implementing CPXM right"


"Running CPXM efficiently"

Investments in CPXM are only sustainable if there is a clear benefit for all stakeholders. A strong strategy includes a well-defined roadmap outlining your priorities for the next 5 years. These priorities must be driven by a win-win framework. Your initiatives need to have a positive outcome for patients, and also for customers, employees, healthcare specialists, and the organization. Ensure to define the right strategy.

Without a strong win-win for all stakeholders, PX-CX investments will simply not survive in the long run. Our CPXM framework ensures to obtain a balanced portfolio of projects. Changes will be applied to your services across divisions and also the way in which you operate.

Understanding your business and focus before we meet together

Mission, values and branding

We first seek to understand your organization's mission and values. What is your role in the healthcare sector and how are you positioning your organization? Mission and values must be aligned with your CPXM vision, and reflected in actions to patients and customers. This will drive priorities, focus, responses. We need to make sure the experiences are aligned.

Divisions and pathologies

Patient experience management is often to be tailored per division to meet the real needs of patients. Each pathology follows a different clinical pathway and potential different technologies. In addition, specific services that are shared across the hospital need to be aligned between divisions. Proof of concepts might start in easier units with experienced PX leadership.

Government regulations

Surveys and pay for performance programs focus on population needs and are being rolled out gradually. New policies, regulations and performance measures must be reflected in CPXM activities. They also depend on customer and patient segments and might call for different solutions ensuring compliance. Critical to understand what we need to comply with.

Business state and maturity

Every company has a different level of business maturity. CPXM needs to be adopted in line with the organization's growth path. When you are part of a larger network and maintain a regional focus or build specific expertise, requirements are different. When the nature of your hospital starts to change depending on your PX maturity, your CPXM strategy should evolve as well.

Assessing your current CPXM state as starting point to collaborate


What are your patient profiles and customers? What do they expect from you? Which segments and directions are your main focus? CPXM considers end-to-end stakeholders such as first line care, medical specialists, clinical trial teams, nurses, insurances, payers. Getting the right segments and adopting your strategy, is the basis of customer and patient centricity.


Each division and pathology has a different patient and customer journey. But also a different state of PX and CX development. Be it in processes, people, technology or data, the development level across divisions is often not at the same state. Hence capturing patient perspectives is different. The same holds for innovation and clinical trial activities for new procedures.


There is a wide scale of leading digital solutions that target specific needs of hospital, treatments and services. In terms of innovations, the spectrum of options is growing on a daily basis. Technologies are to be integrated with different data sets along the ecosystem. Where do you stand today and which areas of business represent the main challenges to address?

CPXM adoption

Within hospitals, the levels of adoption are widely different between entities, divisions and pathologies. Your CPXM strategy and approach should take into account the current levels of CPXM maturity and adoption. How well are the organizational culture and your people aligned? We help you to assess so we ensure the added value is clear from the start.

We make it real.


Setting up for success in the right direction

Developing a deep conviction across the organisation to serve the true needs of your patients and customers; becoming patient-centric and customer-centric requires an in-depth well planned strategic roadmap.


What is your CPXM strategy today? Where do you stand? Have you prioritize your most important journey challenges per patient, pathology and division? ​Have you aligned leaders on the CPXM metrics? Are your organization and CPXM strategy, all well aligned? What is your roadmap to success?


Which technologies to implement, and which vendors are leading? Have you implemented the right processes and procedures to streamline and optimise your CPXM efforts across divisions? ​What are the best practices to leverage from? Are you using the available latest technologies across all new domains? Did you integrate systems or do you have silo’s of data? ​Given your current status, where do you start on improving patient and customer experiences?


We offer 12 strategic services in line with our approach.

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Delivering upon the promises to your patients

Executing upon your strategy and getting it done right. Improvement projects are to be delivered. Ideation and design thinking are important steps, but turning designs around via full implementations does require an intensive focus and discipline from start to finish. We help you in turning your strategy and vision into something real.

Have you completed the right VoCs and VoPs? Are journey maps for each of your personas fully proof? Is the organisation aligned? Are key moments of truth taking into account the latest technology innovations? Are you succeeding in patient engagements? Do patients recognize the value? Are the right budgets and teams available to deliver on time? Have you implemented the right processes and procedures to streamline and optimise your new CPXM efforts at global level? After all, patients and  customers, no matter where they are, will feel how real your project execution is.

We offer 12 services to bring you exactly where you need to be for each of your improvement program. ​

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Enabling your ongoing CPXM business

A never ending relationship across all your channels requires efforts and nurturing. Patient surveying and customer listening does not stop after successful implementation, it just starts. Research, data analysis, feedback, KPI metrics follow up - they all require a lot of your resources. These efforts are beyond the frontline and current customer services. And critical to success.

Have you decided what processes to outsource versus keeping in-house? Are your team members all fully trained? Do you have the right metrics in place? Are you acting promptly upon your NPS and CES metrics? Are you using the latest technologies for CPXM data analysis? In line with all regulations on patient data? Linked to RWD and RWE?

How are you closing out on the new feedback loops? Is your recovery process under control or still unstable? Where are you compared to your competitors? No CPXM without governance.

We offer 12 services to keep your efforts reasonable. Closing the loop back to your management and your CPXM strategy.​
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We take the load off your shoulders

No matter where you are today, we help you through the process from defining your CPXM strategy to ensuring full adoption across the organisation. We make sure you achieve the objectives of every single CPXM initiative. Over and over again. We get it done, successfully.

To make it easier for you, we are happy to guide through the process of identifying what you need. The descriptions on this page are a first introduction for you. A snapshot to get you started, to initiate the reflection process. Based on who you are, your specific needs, the best possible approach and service is jointly discussed and selected. 

You decide if we meet and talk.