The trends driving online sales in fast-changing and disruptive times. In early 2020, a meme-like cartoon has been circulating which depicts the wake-up call that COVID-19 is to businesses who have delayed digital transformation. With physical sales channels like Trade Shows and road based sales teams limited, B2B Ecommerce has moved from a roadmap item to Read more…
Buy the Book, exclusively from ACEDE 2020 is a year of disruption and change. The inertia and ‘good times’ that allowed companies to postpone innovation has given way to new ways of thinking that force companies to change the ways they do business. Around the world, customers were slowly getting used to ecommerce and online shopping, however 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…
For some companies, it has taken a global pandemic to realise that customer-centricity is something that should be higher up the list of priorities. But putting the needs of customers resolutely before the needs of the company may not always be a good thing either. Our Customer Experience Typology Framework uses two axis to determine where a Read more…
The current CoVid19 pandemic is straining the most successful of hospital and healthcare providers. It would, presumably, be the time to throw the patient experience rule-book out the window. In this video, our Chief Engagement Officer and master-trainer Christina Ioannidis outlines the critical must-do strategies to strengthen Patient Experience today, and for the future of, any healthcare Read more…
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