Making The Case For Patient Experience

“We see a strengthened commitment from management and throughout regional Dräger business locations. With our new CX strategy developed jointly with InMoment, we have gained higher satisfaction rates for our customers and also our affected employees.”

Hauke Gastmeyer, Head of Customer Experience Management, Dräger

“One of the things we’re doing is we’re digging into the verbatims which are the open text comments from our customers. And we really look at that data to see where there are patterns. We’re constantly getting feedback from our customers, but more importantly we’re asking for feedback from our colleagues and our own support staff."

Martin Gabaya, Operations Manager, Customer Experience, KARL STORZ Endoskope

"nib New Zealand recognises that its CX program is constantly changing and evolving, but the program has already had significant impact. Over the last four years, the business has seen a strong increase in NPS as well as a 6% churn reduction."

Roe Baluyut, nib New Zealand's Manager of Customer Experience

Medibank was awarded the winner of "Best CX Transformation" after record-breaking service and NPS scores, an increase in market share, and a reduction in overall customer complaints!