Insights

7 steps to align CX-PX from clinical to commercial

Patient-oriented life science organizations aiming to improve customer and patient experiences, should develop consistent end-to-end CX-PX interactions across divisions from clinical into commercial.

Hans Vanderwegen

16.08.23 11:30 AM - Comment(s)

Clinical Trials: Patient Engagement (PE) vs Experience (PX)

Life science and healthcare sectors are significantly engaging patients in development and commercial activities. Despite these positive evolutions, patients continue to question what's in for them.

Hans Vanderwegen

23.02.23 04:54 PM - Comment(s)

Introducing PX and CX

Since a number of years, management of the customer experience (CX) is a hot topic. According to Fortune Business Insights, the global market size for CX technology is estimated to reach 32 billion USD by 2029 with an annual growth rate of 16%.

Hans Vanderwegen

17.02.23 07:30 PM - Comment(s)

Applying Customer Experience (CX) to COVID19 vaccination: Collaborate across silos to design the best experience in a win-win relationship with partners and patients

Previous articles illustrated how to confirm experiences from the customer's and patient's point of view. We explained the requirement for companies to understand their role and impact in the end-to-end eco system before defining their own CX strategies. These concepts were illustrated using CO...

Hans Vanderwegen

12.09.21 12:42 PM - Comment(s)

Applying Customer Experience (CX) to COVID19 vaccination: Understand your impact within the end-to-end experience ecosystem as strategic base for collaboration

Many EU countries have moved ahead successfully with their COVID19 vaccination program. My previous article explained how all interactions with businesses, products and services, always result in customer experiences. No matter what, actors simply do not have the option of doing somet...

Hans Vanderwegen

04.08.21 03:19 PM - Comment(s)

CXM Metrics: NPS, CSAT, CES scoring and surveying

NPS, CSAT, CES scoring and surveying

Hans Vanderwegen

04.08.21 03:19 PM - Comment(s)

Applying Customer Experience (CX) to COVID19 vaccination: Confirm the experiences for your brands from a customer's point of view

Some basic customer experience (CX) concepts for life science actors are introduced and illustrated using the COVID19 vaccination program.

Hans Vanderwegen

17.01.21 09:44 AM - Comment(s)

7 tips to obtain your CCXP from the first round

As many colleagues in life sciences aim to obtain their CCXP, this post shares some lessons and tips in helping you to obtain this certification from the first round.

Hans Vanderwegen

12.01.21 12:42 PM - Comment(s)

CXPA and CCXP - Your baseline to Customer Experience Management

This post shares some basic background on the Customer Experience Professionals Association (CXPA) and Certified Customer Experience Professional (CCXP). labels.

Hans Vanderwegen

05.01.21 07:45 PM - Comment(s)