Posts Tagged ‘Digital Engagement’

5 Key Takeaways About Customer Experience (CX) In Life Sciences

The previous 12 posts in this series have taken us on quite a journey. We started by defining the term “customer” in the context of pharma and med device, discussed why “customer” and “customer experience” (CX) matter in life sciences, and rounded it out by walking through each of the seven dimensions of CX maturity […]

Customer Experience (CX) Dimension #7: Culture

The seventh (and final!) of the seven customer experience (CX) dimensions discussed in Perficient Digital’s CX guide is Culture. Even though it comes at the end, numerically, if you look at the diagram, it leads right back into strategy and the rest of the dimensions. That’s because it’s culture that actually keeps the CX wheel […]

Customer Experience (CX) Dimension #6: Measurement

The sixth of the seven customer experience (CX) dimensions discussed in Perficient Digital’s CX guide is Measurement. For those of you who have been with me through the previous five (and the other posts in the series before that), thank you! We are in the home stretch of translating Perficient Digital’s 24-page CX guide to […]

Customer Experience (CX) Dimension #5: Operations

The fifth of the seven customer experience (CX) dimensions discussed in Perficient Digital’s CX guide is Operations. You can see in the diagram below that the first and most critical dimension, Customer Insight, sits squarely on top of Operations. That’s no coincidence! Technology + Operations = BFFs I’m sure you’ve experienced this before: you invest […]

Customer Experience (CX) Dimension #4: Enabling Technologies

The fourth of the seven customer experience (CX) dimensions discussed in Perficient Digital’s CX guide is Enabling Technologies. No matter how great your first three dimensions are (customer insight, strategy, and design process), without the right technology and surrounding business processes, you won’t be able to bring anything to life. CX Technology Selection Selecting the […]

Customer Experience (CX) Dimension #2: Strategy

The second of the seven customer experience (CX) dimensions discussed in Perficient Digital’s CX guide is Strategy. You can see in the diagram below that it sits right on top of the first (and most critical) dimension: Customer Insight. CX Strategy Purpose and Scope Within the context of CX, strategy encompasses the description of the […]

Microsoft SharePoint As A Unified Post-Merger Platform

SharePoint 2016 is changing the face of digital engagement in life sciences. There’s no doubt that it’s one of the most effective collaboration tools on the market, but what you might not know is that it also supports an innovative customer-facing experience. Take a look at how, following the merger of two global pharmaceutical companies, […]