A global healthtech company identified a strategic opportunity to elevate their customer’s experience. A changing market is slowly moving the customer away from the clinical superiority that the company has relied on for so long. By identifying the new needs of the customers, the company would be able to retain their market leadership and grow. The Digital Discovery team was challenged with informing what a strong end to end customer experience should look like in order to enhance their sustainable customer experience strategy and plan.
Leveraging Digital Discovery®, we took a two-pronged approach to the examine the customer experience and the employee experience. Assessments sent to customers, influencers, and other vendors in the market identified a well-rounded view of the customer expectation. Internal assessments provided insights to where the customer experience could be enhanced. The output combined both datasets into one dashboard feeding design thinking workshops to bolster the understanding of the customer experience . This led to a customer experience strategy and related action plan for the company to implement.
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Revamped CX Strategy. Learn how 2,000+ data points improved customer experience by combining customer & employee input. Make analyzing insights a breeze!