Only 30% of Digital Transformation projects are successful. The power of strong kick-off meetings for Digital Transformation programs is often overlooked. Too often, companies set off on their journey to ‘digitize’ their business but leave behind a critical element in any collaborative, long-term project: it is all about the people. Visioning Workshops – fundamental for supporting B2B Read more…
The Critical Questions for all businesses to answer when beginning a B2B Ecommerce Project. B2B Ecommerce is set to grow exponentially in the next few years. According to Forrester Research, the US B2B eCommerce market in 2020 is expected to be worth $1.1 trillion — twice the size of the US business-to-consumer (B2C) eCommerce market. However, not Read more…
Why a new healthcare website is not just… a website. While working with numerous healthcare providers and their teams on Patient Experience, it has come to my attention that hospitals and clinical staff are unaware of the impact of their online presence to their patients. The penny drops when we ask them to map out the journey Read more…
As I moderated 5 different panels at Virtual Seamless KSA last week, there was an overarching theme – customer experience is at the fore-front of the ecommerce and retailing. The merging of the digital with the physical world, a kind of augmented reality, the experience that customers go through is the key determinant. What struck me in Read more…
Patient experience is now a buzz word, as much as customer experience. When you work in both the domains, like I do, it is not hard to see the commonalities. However, there is still resistance, and even revolt, to the allusion that hospitals should learn from private business. Whilst I am not espousing the need to get Read more…
I have been delivering training in patient experience for a few years now. My observation is that healthcare practitioners are excellent in the technical delivery in order to improve the patient’s condition. However, more often than not, they lose track of the patient in the process. We have all had the doctor diagnosis which can leave every Read more…
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