Outperform Competition with CX

Presentation slides and select published articles can be mailed to you. Please give your
contact details, at
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Live on Oct. 2nd 2018 Tweet your queries at

IST 9.00 at gotomeet.me/CXday @healthcareCX
Outperform Competition with Customer Experience (CX) in
Healthcare / Pharma
Pranav Kumar
CX Design Consultants, Hyderabad
Remembering you on your Jayanti

WORLD CUSTOMER EXPERIENCE DAY 2018

 What does
today’s
customer do
first?

“ Empowering doctors and other personnel to provide the best

patient experience—and care—possible, eliminating the barriers
that stand between patients and their health data, and making sure
patients can actively participate in their own care will improve the
patient experience and help healthcare providers..,”
PWC Mar 27, 2018
Ask your query /make comments by tweeting with @ or #

@healthcarecx

#healthcarecx
Welcome to the ‘new’ Economy
B. Joseph Pine II & James H. Gilmore

1998

July- August 2018

Is it really arrived?
What is customer experience (#CX)?
Customer Experience Professionals Association (CXPA) defines
customer experience as “The sum of all interactions across all
channels, shaped by an organization’s culture. This culture is
created by front-end and back-end processes and experiences
that ultimately influence customer perceptions. These
perceptions either strengthen or detract from our relationship
with our customers and our brand consideration in the
market.”
Economic Distinction

B. Joseph Pine II & James H. Gilmore

Cost Benefit of Transition to Customer
Centric Organisation Structure

37 Fortune 500 companies

 What is customer experience?
Customer Experience Professionals Association (CXPA) defines
customer experience as “The sum of all interactions across all
channels, shaped by an organization’s culture. This culture is created
by front-end and back-end processes and experiences that
ultimately influence customer perceptions. These perceptions either
strengthen or detract from our relationship with our customers and
our brand consideration in the market.”
WHY TO HEALTHCARE AND PHARMA
ADOPT CX?
 “You’ve got to start with the
customer experience and work
back toward the technology, not
the other way around.”

For most pharma companies, this represents a major shift in thinking. It

requires putting not the product but the customer at the center of, and
addressing customers’ emotional and behavioral needs as well as their
clinical ones.

Twitter @Pran_v
 The ROI of customer experience (CX)
• Customer experience pays through a combination of customer retention,
increased purchases from existing customers, and referrals to new
customers.

• Companies with loyal customers grow more profitably through their

existing customer base.

• Consulting company Bain found that increasing customer loyalty by 5%

leads to a profitability growth of 25-90%
The six disciplines of customer experience as defined by the CXPA

CX Strategy

Organizational Customer-
Adoption & Centric
Accountability Culture

Metrics & VOC Customer

Measurement Insight &
and ROI Understanding

Experience
Design
Improvement
& Innovation
Twitter @Pran_v
What values do customer want
more and HAPPY to pay more for
PwC Survey 2017-18
August 2018
16 key performance indicators (KPIs) CX professionals
should be tracking to prove the ROI of customer
experience (CX) initiatives
1. Customer Lifetime Value (CLV)
2. Customer Acquisition Cost (CAC)
3. Up-Sell and Cross-Sell Rate
4. Conversion Rate
5. Average Order Value (AOV)
6. Average Revenue per Customer (ARPC)
7. Net Promoter Score (NPS)
8. Customer Churn Rate
9. Customer Retention Rate
10. Customer Effort Score (CES)
11. Customer Satisfaction (CSAT)
12. Net Emotion Score (NES)
13. Problem Resolution Time (PRT)
14. First Response Time (FRT)
15. Cost per Interaction / Activity
16. First Contact Resolution (FCR)

Twitter @Pran_v
 Infidelity is no more a crime

Sept 27, 2018

Your customers knew it for years
 #CXDesign

Thank You
Twitter @Pran_v
 Outperform Competition with CX

Presentation slides and select published articles can be mailed to you. Please give your
contact details, at
www.bit.ly/cxdayweb

Live on Oct. 2nd 2018 Tweet your queries at

IST 9.00 at gotomeet.me/CXday @healthcareCX