Author: CXM Editorial

Using Customer Experience to create Transformational Change

Our Belief is that Customer Experience (CE) provides a blueprint to transform a business by combining two aspects,that for many businesses are diametrically opposed. ‘Drive shareholder value to make the business a more fulfilling place to work and a ‘delight’ to...

Customer experience for digital natives

Digital natives, those in their early teens who have grown up with the Internet as an integral element of their lives, are starting to spend. Through our five-year study into the impact of technology on the behaviour and attitudes of...

Employee Engagement

Supercharging your Customer Experience… Strong financial results, the ultimate goal in business, are strongly connected to the degree of loyalty among a company’s customer base. A large number of companies have therefore focussed strongly on their net promoter score (NPS) and...

Transforming my opinion

Neil Skehel, Managing Director of Awards International, talks about his visit to the IQPC Customer Experience Transformation Summit, and how the session taught him a few things and forced him to shave off his goaty. I remember attending an operations excellence...

New Health Sector Nowember

NEW Health Sector In partnership with the Patient Experience Network Note from Ruth Evans Hello and welcome to our October edition of our PENLetter. With 5 editions under our belt, we are now settling into the swing of our newsletter; thank you so...

Events

Patient Voice and Power in the New NHS 5 November 2013 – The King’s Fund, London In partnership with National Voices —————————— Clinical Service Process Mapping and Redesign 5 November 2013 – London http://www.healthcareconferencesuk.co.uk/clinical-service-process-mapping-redesign-conference —————————— Transforming Patient Experience 6 November 2013 – The King’s Fund, London Sixth annual patient experience...

Note from Ruth Evans

Hello and welcome to our October edition of our PENLetter. With 5 editions under our belt, we are now settling into the swing of our newsletter; thank you so much for all your positive feedback and comments. We are really...

PEN National Awards

Deadline Extension! Due to so many requests from a large amount of teams this year, it has been decided that there will be an extension to the deadline for the PEN National Awards 2013. We are aware there have been several obstacles...

This month's case study

Pharmacy Case Study – Improving Patient Information and Involvement Central Manchester Foundation Trust consists of six specialist hospitals where we treat more than one million patients every year. Patients have a wide range of medical and surgical needs and come...

Other News

National UK Blog Awards PEN is delighted to be supporting the UK’s first National UK Blog Awards in 2014. #UKBA14 is the first of its kind, where a multitude of industry sectors will be awarded for their Blogging achievements and the...