Use cases are sexy – or at least they should be.
Beyond defining requirements, use cases cut through ambiguity, align teams, and accelerate value realization.
Buyer Beware – Contract Clarity
Contracts may not seem ‘sexy’, but in our age of AI and assisted technologies, scope clarity is the backbone of success.
Think of AI as a ‘Swiss Army Knife’, and not a shiny penny
The Pragmatic AI approach, and not chasing shiny pennies, likely yields greater and more sustained impact internally and externally for organizations.
Culture and Collaboration: Keys to Customer Engagement Success
External customer experience success long-term can rise and fall with internal company culture, but did you know that companies may also garner 5x talent retention past 2 years and 11x employee engagement? Collaborating with Nancy Phelan, SVP of Customer Engagement at Trinity Life Sciences, we dug into CX as a team sport!
Beware of the Shadow (Org)
As Punxsutawney Phil’s groundhog prognostication nears on February 2nd, I thought it fitting to focus on ‘the shadow’ (org) conundrum which for many re-occurs as its own vexing ‘groundhog day’. Perhaps one of the sure-fire signs of looming gloom & doom (and potential failure), is the shadow organization. This can take several forms from passive […]
Connecting the Dots
One of the most annoying Cx ‘leakages’ is not connecting to existing value – which is more than a missed opportunity, it is unrealized impact.
Cracking the CX Code: Transforming Customer Experience in Pharma and Med Devices
Customer experience (CX) is more than just a buzzword; it’s a critical driver of growth and shareholder value. In industries like pharma, medical devices, and CPG, improving CX can increase sales conversion by 15-20% and shareholder value by 3x. Yet, many organizations struggle with this transformation due to technology complexity, underutilized systems, and leadership gaps.
Asking the right questions
Customer experience can be a bottomless pit of opportunity and complexity. Getting to the bottom of it (or going in the right direction at least) goes beyond having the right tools to asking the right questions early and often.