This opinion piece from Customer Faithful founder Rick Harris explores the potential for AI in healthcare to include supporting healthcare professionals in improving their empathic skills to recognise patient feelings and emotions. Far from threatening the role of clinician, AI can help time-pressured HCPs to rediscover their ‘human touch’.
Read MoreThe NICE Highly Specialized Technologies (HST) appraisal is the gatekeeper for whether innovative treatments for ultra-rare diseases are approved in England. But does this process support patient access to new drugs as effectively and fairly as it should? Is this article, we weigh the balance of how well the NICE submission process is working for payers, providers, patients and those that care for them.
Read MoreThese colour-coded tables are way more than just a comparison report - they're simple, actionable, shareable and even compelling! Here's our beginner's guide.
Read MoreBack in April 2020, in the early days of the pandemic, I got together with colleague Dr. Gill Stevens to discuss what we could do together to support small businesses facing dramatic Covid-19 restrictions to their usual business operation. What we eventually created was an offering to develop creative confidence in employees and business cultures.
Read MoreIt’s nearly two years since I wrote this blogpost, after attending a huge healthcare conference in Barcelona. (remember those, pre-Covid?) Now these events are all online of course, and yet my biggest takeout from that echo-ey conference venue is still what I experience at digital versions in 2020/21.
Why is what I described then - the (unintended) marginalisation of patient voices - still happening?
Read MoreEmployee engagement surveys have come of age. They have huge potential for helping organisations to listen to their employees and become a better place to work. But not all the insight from surveys is easy to work with. This article provides practical guidance for analysing and acting on employee comments.
Read MoreGreat employee engagement is not just about enabling them to deliver consistent performance. It's also about empowering them to be their best self too.
Read MoreThe 2010 Eyjafjallajökull volcano eruption caused huge disruption around the world. Companies' response to customers caught up in the crisis can teach us a lot.
Read MoreThis 4-hr session, conducted on your premises, is a step-by-step guide with worked examples to get you up-and-running with marketing in a post-GDPR world! Ideal for organisations seeking fast and practical help to complying in GDPR.
Read MoreWhilst innovation can come from completely new customer research, it's well worth considering fresh ways to re-invent the insight you already have. By combining new insight with existing initiatives, firms have the opportunity to create additional value, both to the business and its customers.
Read MoreJust seeking to hold on to customers isn’t enough in today's highly competitive world. So this post highlights simple way to use segmentation to improve customer loyalty. Why? Because many more customers change their behaviour than defect altogether.
Read MoreThe customer experience of the music festival Glastonbury is famous. Or should that be infamous? Whether its legacy will be mud or music is debatable. But the rise of challenger summer festivals is showing how the customer experience is becoming the key factor in choosing where to go.
Read MoreLast week saw the much-awaited report by retail guru Mary Portas, offering ways to reinvigorate Britain's ailing High Streets. Aside from a few small gems, we felt it missed a Big Idea, so we have one of our own to share instead.....
Read MoreIn recent years, behavioural science has held that people can be given a gentle 'nudge' to act in more positive ways. But we believe rewarding behaviour requires a firmer hand. And a broader audience.
Read MoreIndustry labels such as “beyond the pill” are not helping Big Pharma to understand what matters to the people living with healthcare issues,Instead, it is actually reinforcing a view of seeing a person as a patient.
Read MoreIn the first of a short series of customer experience design blogs, I'm going to address a old favourite for this time of year - the Resolution. But with a twist. It's a challenge to set a New Year's First Impression. This blog is a short guide to why it's important and how to get started.
Read MoreEthnographic thinking allows so-called 'off-topic' data to become the most valuable insight - the ‘cultural-glue’ that uncovers an “ecosystem of observations”.
Read MoreA recent study shows that 57% of cancer drug use showed no benefits for either survival or quality of life. But who's actually defining what 'benefit' includes?
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